Complaints and Customer Aftercare Officer

We are seeking a dedicated and results-driven Complaints & Customer Aftercare Officer to join our high-performing team. Your primary goal will be to support the Complaints & Customer Aftercare Manager in reducing complaint escalations and enhancing customer satisfaction through exceptional post-complaint resolution care.

You will play a pivotal role in delivering outstanding service by following up on customer concerns, ensuring all actions are completed to a high standard, and maintaining compliance with regulations.

• Handle high-profile and complex post-resolution complaints effectively, working with customers, external stakeholders, and internal teams.
• Deliver service in line with regulations, ensuring high performance and quality standards.
• Adhere to the Housing Ombudsman Code and deliver against KPIs and quality frameworks.
• Proactively suggest process and service improvements to enhance customer satisfaction.
• Champion customer engagement and empowerment throughout the service.
• Maintain accurate records, deliver clear communication, and manage workload effectively.

• Ensure all work is compliant with regulations and policies while mitigating risks.
• Build strong relationships with internal and external stakeholders to resolve complaints efficiently.
• Prevent complaint escalations by delivering a high standard of post-resolution care and meeting promised outcomes.

• Stay up to date with training and best practices to maintain competence in delivering services.
• Foster a culture of "right first time" within the Complaints & Customer Aftercare Team.
• Manage post-resolution complaints across multiple channels, including social media, Trustpilot, telephone, email, and letters.

• Experience handling high-level and post-resolution complaints within a regulated complaints environment.
• Experience working with vulnerable customers and those with complex needs.
• Exceptional attention to detail and accuracy.
• Strong organizational, planning, and time management skills.
• Effective case management skills to manage a diary and multiple post-resolution cases.
• Knowledge and ability to interpret regulatory requirements within the sector.
• Proficiency in IT, including Microsoft applications and various platforms/portals.
• A flexible approach to working hours.
• Strong interpersonal skills, with excellent written and verbal communication and the ability to influence and inspire.
• Experience working with external agencies and suppliers.
• A collaborative approach, with the ability to build relationships and work effectively across groups.

Resourcing Group is acting as an Employment Business in relation to this vacancy.