Complaints Assistant

Hightown; Hemel Hempstead; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Annual leave 33 days

Attendance bonus

Pension scheme

Gym access

Discounts

Job summary

Hightown Housing Association in Hemel Hempstead is seeking a Complaints Assistant to support the Complaints & Resolution Manager within a hybrid, 35-hour week.

You will handle calls, acknowledge complaints in writing, maintain the Complaints Log, input data accurately, monitor progress, and assist with panel meetings and reporting, while delivering excellent customer service across the organisation.

Qualifications

• Empathetic and customer-focused attitude.
• Detail-oriented with careful record-keeping.
• Proactive and collaborative work style.
• Confident in chasing information to meet deadlines.

Responsibilities

• Support the team to ensure a robust and consistent approach to complaint handling.
• Provide administrative support to the Customer Complaints Scrutiny Panel and Quarterly Complaints Lessons Learnt meetings by taking minutes at meetings and sharing feedback.
• Assist with collating responses to Subject Access Requests.
• Complete complaints closure surveys with customers and support data collection.
• Collaborate across the organisation to gather information and produce reports.
• Promote customer engagement and excellent service within the wider organisation.

Job description

Find out more about this role by reading the information below.

Location: Hemel Hempstead

Salary: £28,719

Hours: Full-time (Hybrid)

About Us

Hightown Housing Association is a charitable housing association operating across Hertfordshire, Bedfordshire, Buckinghamshire, and Berkshire. We believe everyone deserves a home and the support they need. Our mission is to build new homes and provide excellent housing and support services.

With over 9,000 homes and a team of more than 1,100 dedicated staff, we are committed to making a positive impact in our communities.

The Role

As a Complaints Assistant, you will play a crucial part in supporting the Complaints & Resolution Manager and the wider Complaints & Resolutions Team. Your responsibilities will include:

• Administrative Support: Provide essential administrative support, including taking calls from customers and acknowledging complaints in writing.
• Complaints Log Management: Coordinate and administer the Complaints Log, ensuring it remains up-to-date and accurate.
• Data Input and Record Keeping: Input data, process information, and maintain the Complaints and Compliments logs with precision.
• Monitoring and Follow-Up: Regularly monitor and chase progress on commitments made during and after complaints investigations.
• Customer Engagement: Champion excellent customer service and engagement within the organisation.

Key Responsibilities

• Support the team to ensure a robust and consistent approach to complaint handling.
• Provide administrative support to the Customer Complaints Scrutiny Panel and Quarterly Complaints Lessons Learnt meetings by taking minutes at meetings and sharing feedback.
• Assist with collating responses to Subject Access Requests.
• Complete complaints closure surveys with customers and support data collection.
• Collaborate across the organisation to gather information and produce reports.
• Promote customer engagement and excellent service within the wider organisation.

About You

• Empathetic and Customer-Focused: You understand the importance of listening and responding to customer needs with empathy.
• Detail-Oriented: You have a keen eye for detail and ensure all records and documentation are accurate.
• Proactive and Collaborative: You work well with others and take initiative to resolve issues efficiently.
• Confident: You will be confident chasing colleagues and customers for information to ensure deadlines are met.

What We Offer

• A Supportive Environment: Join a team that values collaboration and mutual support.
• Professional Growth: Opportunities for training and development to enhance your skills.
• Annual leave: 33 days including Bank Holidays (increasing with service)
• Competitive Salary: £28,719 per annum for a 35-hour week.
• Monthly Attendance Bonus
• Workplace Pension Scheme: And life assurance cover of three times your annual salary.
• Discounts and Savings: High street retailers, gyms, restaurants, and cinemas.
• Employee Support: Health & wellbeing services.
• Free On-site Gym Access

Hightown is an Equal Opportunities & Disability Confident Employer