Complaints & Customer Data Assistant (Hybrid)

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

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.