Back to search
Role purpose:
To manage a case load of resident complaints relating to a variety of different housing issues that may arise. Liaise with complainants, contractors and different business streams to deliver effective, customer focussed outcomes to complaints.
To deliver the complaint handling targets of responding to the complaint and ensuring that we are compliant with our Complaints policy and the Housing Ombudsman Complaint Handling Code.
Key results:
- To deliver the stage one complaints service as set out in the policy and procedures and complaint handling code for complaint handling.
- To participate actively in the Complaint Team, taking responsibility for ensuring the delivery of service and identify areas for service improvement
- Working collaboratively with all colleagues and our contract counterparts to ensure effective customer focussed outcomes.
- Providing accurate and timely responses to complaints following comprehensive investigations
- To ensure that all complaint record keeping is accurate and updated regularly.
- To ensure that all KPI and Service Levels Agreements are met.
- Providing excellent and timely communication to our customers at all times
Success metrics:
- Providing stage one responses within deadline 85% of the time
- Stage one resolution rate of at least 80%
- Quality Scores achieved pass
About you:
You will be:
- Collaborative in your approach to working across teams from different service areas
- Exceptional at organisationing your time to ensure work is delaivered within deadlines
- A good analytical and lateral thinker
- Empathathetic and focused on delivering an excellent service to our customers, tenacity, resilience and focus in the face of adversity or challenge
You will have:
- Experience dealing with customer complaints
- Sound customer service knowledge with relevant experience preferably within a housing environment
- Good communication skills in writing or oral
- Tenacity, resilience and focus in the face of a problem or challenge
