Complaint Officer

Abri View All Jobs; Bracknell; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Flexible working

Life cover 5x salary

Health & wellbeing packages

Cycle to work

Holiday buy/sell option

Pension 10%

Job summary

Abri is looking for a Complaint Officer to guide customers through the complaint handling process, acknowledge and investigate their case and reach a fair outcome. You will be the customer’s ambassador, communicating with stakeholders and colleagues at all levels.

Based in Bracknell, you will work from our Bracknell office a minimum of three days per week to connect with colleagues, with the remaining days flexible.

Qualifications

Responsibilities

• Deliver an exceptional experience for our customers by guiding them through the complaint handling process, acknowledging and investigating their case and reaching a fair outcome.
• Act as an ambassador for Abri, championing our customer-first approach throughout the complaint journey and helping us continue to deliver a fantastic customer experience by not only putting things right, but getting to the root of where we can do better for our customers.
• You'll be working from our Bracknell office a minimum of three days per week to connect and collaborate with colleagues and the other two days can be worked from at a place of your choosing whether that's at another of our offices, a cafe or at home.

Job description

We're proud to say our customers are at the heart of all we do, and one of our top priorities is hearing what they have to say, investigating what happened, learning what we can do better and making amends when we may not get something quite right. That's where you come in. We're looking a new Complaint Officer to deliver an exceptional experience for our customers by guiding them through the complaint handling process, acknowledging and investigating their case and reaching a fair outcome. If you're confident talking with customers, stakeholders and colleagues at all levels and experienced in investigating complaints and finding creative solutions all while ensuring the customer's kept in the loop, this could be the role for you. You'll act as an ambassador for Abri, championing our customer-first approach throughout the complaint journey and helping us continue to deliver a fantastic customer experience by not only putting things right, but getting to the root of where we can do better for our customers. You'll be working from our Bracknell office a minimum of three days per week to connect and collaborate with colleagues and the other two days can be worked from at a place of your choosing whether that's at another of our offices, a cafe or at home. We'll review and interview suitable candidates as they apply.

Who we are

Abri is a large housing provider who own and manage more than 58,000 homes and various community assets, serving around 113,000 customers across the South of England. We believe everyone has the right to a good quality safe, warm and sustainable home in a community where they can belong, grow and thrive.

What does that look like in real terms?

We're investing £689m over the next ten years in our existing homes to improve building safety and make them more energy efficient.

Benefits and Perks

• We're delivering 10,000 homes by 2030, ensuring affordable housing is built where it's needed most
• We're investing in our communities, to address local issues and create opportunities for everyone
• 28 days holiday + the opportunity to buy and sell holiday
• Generous pension scheme with contributions up to 10%
• Money off tons of high street and online retailers
• Life assurance of 5x your annual salary
• Generous parental and family leave
• Health and wellbeing packages
• Flexible working
• Free eye tests
• Cycle to Work scheme

Values and Culture

We've all got different backgrounds, strengths and experiences. But we share the same values. It's these shared values that bring us together as one team. Our colleagues embrace these every day. Be the difference to our customers and colleagues, always curious and look for better solutions, achieve together by working in partnership with others, own it openly through working with others in an open and honest way, and finally embrace possibility and see changes and challenges as welcomed opportunities. We also expect our colleagues to share Abri's commitment to safeguarding and promoting the welfare of children, young people and adults. We welcome and respect the individual differences, life experiences and knowledge that all our colleagues bring into the workplace, and we value their contribution to our amazing company. Everyone is different, everyone is unique.

Flexible working

We recognise the benefits flexible working can bring and we aim to support colleagues who need to work flexibly wherever we can, provided the needs of both Abri and the colleague can be met. Please feel free to let us know about any flexibility you might need when applying for this role. We can't promise to give you exactly what you want, but we do promise to consider it fully.

Customer Positive

We welcome applications from Abri customers and we provide an opportunity for applicants to let us know if they are a customer as part of the application process. When customers meet the essential criteria of the role, we will commit to interview at least two customers as part of our Customer Positive scheme.