Back to search
Description:
Are you a proficient, confident & customer-focused complaints handler looking for a role where you can make a real difference? We are recruiting an experienced Complaints Handler (Feedback & Resolution Officer) to join a dedicated customer experience team in Burnley, ensuring complaints are handled fairly and in line with regulatory standards, e.g. the Housing Ombudsman.
Job responsibilities:
Log, track & categorise complaints across multiple channels
Investigate formal complaints, liaising with internal teams & external partners
Draft clear, empathetic communications, including formal outcome letters
Ensure compliance with regulations, like the Housing Ombudsmans Code & the RSH Consumer Standards (crucial)
Analyse complaint trends to drive service improvements
Key requirements:
Can handle customer complaints & tenant engagement, preferably in social housing
Use of Alternative Dispute Resolution
Experience with regulatory bodies, e.g. Housing Ombudsman
