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Nottinghill Genesis are looking for an experienced Complaints Officer to start asap in Hammersmith. This is a hybrid role with minimum of three days in the office. You'll be responsible for investigating and resolving complaints in a fair and impartial manner with a sound understanding of the regulatory timescales and deadlines associated with complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. You will also:
Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer.
Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage.
Acknowledge and resolve complaints by project managing high quality responses.
Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents.
Solve complex open and ongoing complaints.
Prepare comprehensive papers for stage 2 reviews using a pro-active approach, providing expert guidance around the complaint details to aid swift resolution.
Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.
Ensure that all compensation payments are processed and issued to complainants in adherence with our service standards.
Keep accurate notes on our in-house CRM system of all customer contact and details in relation to the complaint
Pay rate per hour is 21.83 PAYE
Please send updated cv to (url removed)
Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.
