Complaint Handler

Customer Solutions Coordinator – Housing Sector – 3 Month Temporary Contract – 1 day per week on site in North West London – £17.64 p/h PAYE, £21.83 p/h Umbrella

If you’re looking for a job where you can really make a difference and deliver exceptional customer service, we want to hear from you!

Reed Talent Professionals are supporting a reputable Housing Association based in Croydon - London, in the search for a Customer Solutions Coordinator.  The ideal candidate will have complaints handling experience through to resolution.  We’re seeking individuals with excellent communication skills, organisational skills and experience of dealing directly with customers.

You’ll work as part of a dedicated complaints resource to ensure we provide appropriate resolutions for customers. You’ll be responsible for investigating complaints and member’s enquiries providing timely responses that offer full explanation and wherever possible, resolution for customers

Main purpose of the role

This role will be responsible for coordinating Complaints or Member Enquiries or Housing Ombudsman cases from start to finish.

The Customer Solutions strategic goals are to improve performance, prevent complaints and ensure a single way of working. You’ll provide expert advice to our customers and business areas. This will in turn enable you to achieve your own and team targets.

Key Accountabilities

• Working with stakeholders, Customers, Surveyors, Solicitors, Local Authorities, Councillors and MPs.
• Collate all necessary information to facilitate decisions, deliver a full and accurate response in line with our policy and procedures.
• Liaise with all Customers (Internally and External) ensuring they are regularly kept informed; expectations are managed, and full responses are timely.
• Record and update all relevant information during the management of your casework.
• Manage your casework to ensure all your performance targets are achieved or exceeded in line with the customer solutions strategic goals and Clarion values.
• Positively participate in 1:1’s / Meetings demonstrating appropriate behaviours and suggesting ideas.

Experience and pre-qualification criteria

Essential

• Excellent organisational skills with experience of prioritising own workload.
• Excellent communication and listening skills with experience of communicating verbally and in writing with customers, suppliers, colleagues and external stakeholders at all levels.
• Proficient and confident using social media
• CRM experience with the ability to understand dashboards.
• An understanding of social housing and the role of Housing Associations.
• Excellent organisational, planning, time management and presentation skills.
• Problem solving skills with proven track record of delivering positive outcomes for customers.
• Influencing Skills with experience of dealing directly with customers.
• Have a flexible approach around working hours and tasks required by the business.
• Experience of working in a fast-paced environment and meeting challenging targets.

Desirable

• Understanding of Complaints policy and procedures.
• Experience of working directly with the Housing Ombudsman Service, Regulator of Social Housing and understands the regulatory frameworks

Apply today with a note of your interest and matching experience in the role and a current CV.