Complaints Handler

Riverside Group; Liverpool; Hybrid; GBP 34,000 - 37,000; Full time

Benefits offered by this job

Competitive pay

Flexible working options available

Learning and development opportunities

Generous pension

Job summary

Riverside is seeking a Complaints Handler in Speke, Liverpool, on a fixed term contract for 6 months. The role is 35 hours per week with a hybrid pattern and salary reviewed after 12 months based on performance.

Located in Speke, the position offers an opportunity to contribute to customer feedback processes within a housing association. The successful candidate will have proven experience in complaints handling, display empathy, and possess strong analytical and investigative skills, with

Qualifications

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

Responsibilities

• Provide a professional, responsive and empathetic feedback and complaint resolution service to customers, ensuring an empathetic approach at the point of contact and to deliver a customer centred handling of feedback and complaints.
• Develop performance information and insights into causes of customer feedback and identify areas for improvement based on learning.
• Work with Heads of Services to identify service improvements as a result of customer feedback.

Skills

Complaints Handling

Empathy

Analytical skills

Organisational skills

Job description

Job Title: Complaints Handler
Contract Type: Fixed term for 6 months
Salary: £33,723.55 (£37,101.56 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern: Monday to Friday- Hybrid
Location: Speke, Liverpool

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.

Please note that whilst we will accept applications based on any form of valid legal permission to work in the UK, 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.