Complaints Analyst

Job Title – Complaints Analyst

Location - Northwich, CW9 7LN (Hybrid – 4 days in office and 1 day at home)

Contract - Full Time and permanent 37.5 hours - Monday to Friday between hours of 8 AM and 5:30 PM

Salary - £23,480.55

Residential Management Group, one of the UK’s largest Property Management Companies, is looking for a Complaints Analyst to join our complaints team. The successful candidate will ensure that all complaints are acknowledged within three working days and customers are kept informed throughout the complaints process. You will be the first point of contact setting customer expectation and will liaise with the relevant areas of the business to ensure full responses are provided, ensuring the correct complaints process are adhered to within our policies and procedures.

What are some of the tasks I will be doing day to day?

• Assess all new and assigned cases, log any Complaints received and reassign any cases that are not official complaints.
• Log/acknowledge complaints received from directly from customers, and customer complaints received internally from PM’s/RM’s, Directors, other departments.
• Informing the PM/RM of the complaint, including details on the due date, and summary of issues to resolve the complaint.
• Contacting the PM/RM for the complaint response if the due date is imminent or the response is urgent.
• Sending holding responses to customers if the complaint response is to be delayed.
• To proofread, grammar check, and amend where applicable before issuing complaint response to customer.
• Responsible for all account related Resolve responses, and occasionally for other reasons such as staff performance.

What are we looking for from you?

• Excellent customer service skills with working knowledge of handling complaints
• Excellent written communication skills
• Strong administration skills with solid experience of cross-departmental working.
• Confidence to pick up the phone and speak with key stakeholders when required to achieve a speedy resolution.
• Excellent level of attention to detail and analysis skills, with solid time management and organisation skills.
• Ability to confidently use Microsoft Word and Outlook and Excel

This role will suit someone who is resilient, ensuring they meet their own SLA’s and is also happy to roll up their sleeves and work as part of the team to achieve team objectives, when required.

What does RMG have to offer?

You’ll not only be joining a market leader where you’ll benefit from working alongside the best in the industry, you’ll also receive a superb package of company benefits. Here’s a small selection of what’s on offer -

• A 37.5 hour working week and a salary of £23,480.55
• 25 days holiday plus all Bank Holidays plus never work your Birthday
• Potential to be rewarded with 2 additional days annual leave plus 2 additional paid volunteer days per year
• Free Healthcare cashback Plan (re-claiming for things like optical treatment (plus an optical discount voucher) and dental care, physiotherapy and GP Charges – plus more! (all to a generous fixed amount), plus 24/7 access to remote GP Services
• Sponsorship for study and professional qualifications (up to 4 study days)
• Pension scheme (matched up to 7%) and Life assurance (4 x annual salary)
• As part of Places for People Group (RMG’s parent company), you will have access to Our Place Rewards, where you can choose from a huge range of shopping discounts, instore vouchers and reloadable e-cards, earn cashback on on-line purchases and take advantage of many exclusive offers!