Back to search
-
Complaints Advisor - Working for a leading housing association based in Coventry - £15.11ph for 8-10 weeks may even go temp - perm. Flexi hours you can either work 8am - 3pm, 9am - 5pm or 10am - 6pm, remote/hybrid after training is available.
- This will be an immediate start for the right canddiate!!
-
Job responsibilities:
Handle high profile and complex post resolution complaints effectively and to use initiative and take ownership of post resolution complaints aftercare through working directly with customers and external stakeholders.Work within regulations and service delivery plans ensuring your own continued high performance of service.
To ensure the Housing Ombudsman Code is being adhered to and perform against a robust performance & quality management framework, to deliver, assess and own key KPI's, quality and performance.
Identify areas of possible improvement. Provide suggestions to support the Complaints and Customer Aftercare Manager in continuously improving process, policies, procedures, practices, projects, system enhancements and to support the improvement of the service delivered to the customers.
Ensure learning is up to date to maintain competence with Quality Assurance Framework to deliver high standards in; written and verbal communication, record keeping and case management.
Manage your own workload to ensure effective post complaint resolution, with clear documentation and outcomes.
Ensure all work undertaken is completed with a robust risk/compliance approach
Develop effective relationships with key internal and external stakeholders,
Prevent complaint escalations and deliver a high level of satisfaction in the complaint aftercare approach and to ensure we keep our promises by delivering final resolution outcomes.
Take ownership to ensure own training and best practice is up to date to maintain competent service delivery to customers.
Manage post resolution customer complaints through multiple channels including social media, Trust Pilot, telephone, emails, and letter.
Skills & experience required:
- Experiencing of dealing with high level/post resolution complaints and prior experience of working within a regulated complaints environment.
- Experience of working with vulnerable and complex needs customers
- Exceptional attention to detail and accuracy
- Great organisational, planning and time management skills.
- Effective case management skills to manage own diary and to maintain several post resolutions cases.
- Working knowledge, understanding and ability to interpret Regulatory Requirements underpinning the sector
- Excellent IT skills, (using a variety of Microsoft Applications, portals/platforms)
- A flexible approach to working hours
- Strong interpersonal skills, being a great communicator (both written & verbal) with the ability to influence and inspire colleagues and partners
- Experience working with external agencies and suppliers
- Highly collaborative, able to build relationships and work effectively across groups
