Complaints Handler

Riverside Group; Greater London; Hybrid; GBP 35,000 - 43,000; Full time

Benefits offered by this job

Competitive pay

Pension

Flexible working

Learning & development

Benefits package

Job summary

Riverside Group is seeking a Complaints Handler in London (Arlington area) on a 6-month, fixed-term contract with hybrid working pattern. The role involves providing a professional feedback and complaint resolution service, resolving issues empathetically, and using Salesforce to manage caseloads.

The successful candidate will possess demonstrable complaints handling experience, strong analytical and investigative abilities, and excellent planning and organisational skills.

Qualifications

• Clear demonstrable experience in complaints handling.
• Empathic approach to dealing with customers.
• Strong analytical and investigation skills.
• Excellent planning and organisational skills.

Responsibilities

• Provide a professional, responsive and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at point of contact.
• Independently solve customer problems and provide thorough investigations to all feedback and complaints.
• Develop performance information and insights from customer feedback to identify service improvements.
• Manage a caseload of service requests and complaints (all stages) and ensure timely resolutions using Salesforce.
• Work with Heads of Services to identify service improvements arising from customer feedback.

Skills

Complaints Handling

Empathy

Analytical skills

Investigation

Planning

Salesforce

Tools

Salesforce

Job description

Job Title: Complaints Handler

Contract Type: Fixed term for 6 months

Salary: £39,154.91

Working Hours: 35 hours per week

Working Pattern: Monday to Friday- Hybrid

Location: Arlington, London

We will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Complaints Handler

You will provide a professional, responsive and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at the point of contact, to deliver a customer centred approach to the handling of feedback and complaint resolution.

You will have individual autonomy and freedom to solve customer problems and provide responsive, supportive and thorough investigations to all feedback and complaints, ensuring all investigations are in line with the appropriate policy and procedures that are in place.

Develop performance information, insights and understanding into the causes for customer feedback and identify areas for improvement based on learning, and work closely with the Heads of Services to identify service improvements as a result of customer feedback.

About you

• Clear demonstrable experience in Complaints Handling
• An empathic approach to dealing with customers.
• Strong analytical and investigation skills
• Excellent planning and organisational skills.

Why Riverside?

At Riverside, we're a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you'll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile

To provide a professional, responsive and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at point of contact.

To deliver a customer centred approach to the handling of feedback and complaint resolution.

To have individual autonomy and freedom to solve customer problems.

To provide responsive, supportive and thorough investigations to all feedback and complaints.

To ensure all investigations are in line with the appropriate policy and procedures that are in place.

To develop performance information, insights and understanding into the causes for customer feedback and to identify areas for improvement based on learning.

Work closely with the Heads of Services to identify service improvements as a result of customer feedback.

Manage a caseload of service requests and complaints (all stages) to ensure effective early resolution for our customers in accordance with agreed Policies, processes, standards, time scales and targets using our Customer Relationship Management system, Salesforce. You will deal with complaints from all areas of the business.

Thoroughly investigate feedback and complaints from customers showing empathy and understanding. Examine databases, files, records and liaise and meet with relevant staff in order to fully understand the events and actions leading up to the complaint.

To ensure complaints are responded to and fully investigated within the required timeframes and in line with internal and external processes.

Work closely with the rest of the service improvement team, and heads of service to ensure the process meets best pra