Complaints Handler

TN United Kingdom; London; Hybrid; GBP 38,000; Full time

Job summary

Join a forward-thinking housing association as a Complaints Handler, where your empathy and analytical skills will make a significant impact. In this role, you will manage customer complaints with a focus on early resolution, ensuring adherence to policies and standards. You will work closely with various teams to promote best practices and enhance service delivery. This innovative organization values diversity and offers flexible working options, making it an exciting opportunity for those passionate about customer service and community support.

Benefits

Flexible working options

Investment in learning and development

Wide range of benefits

Qualifications

• Empathy in customer interactions and complaint handling.
• Strong analytical and investigation skills for effective resolutions.

Responsibilities

• Manage a caseload of service requests and complaints effectively.
• Collaborate with service teams to enhance customer experience.

Skills

Empathic customer approach

Analytical skills

Investigation skills

Planning and organizational skills

Effective communication

Dispute resolution skills

Proactive mindset

Stakeholder management

Tools

Salesforce CRM

Microsoft Office

Job description

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Job Title:

Complaints Handler

Contract Type:

permanent

Salary:

£37,070 per annum

Working Hours:

35 hours per week

Working Pattern:

Monday to Friday

Location:

London / Hybrid

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside, we recruit to potential, not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as Complaints Handler

In this role, you will manage a caseload of service requests and complaints across all stages to ensure effective early resolution for our customers, following our policies, processes, standards, time scales, and targets using Salesforce CRM. You will handle complaints from all areas of the business to ensure they are responded to and fully investigated within the required timeframes and in line with internal and external processes. Ideally, you will work closely with the service improvement team and heads of service to ensure best practices and optimal customer experience.

About you

We are looking for someone with:

• An empathic approach to dealing with customers.
• Strong analytical and investigation skills.
• Excellent planning and organisational skills.
• Ability to work on own initiative.
• Excellent communication skills, both verbal and written, with a focus on plain English.
• Dispute resolution skills and the ability to listen effectively to customer concerns.
• A proactive, solutions-driven, and innovative approach.
• Awareness of risks associated with poor complaints management.
• Effective stakeholder management skills, both internally and externally.

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 homes needed for fulfilling lives.

We have over 75,000 affordable residential and retirement homes across the UK. Our work includes homelessness services, social care, employment support, and retirement living, and we seek the best people to join us.

Working with us, you’ll enjoy:

• Flexible working options
• Investment in your learning, development, and technology
• A wide range of benefits

Diversity and Inclusion at Riverside

We value diversity and foster an inclusive workplace where all individuals are respected and empowered. Our commitment to inclusivity enriches our success and the lives of our customers and colleagues.

This role is part of our Ethnic Diversity guaranteed interview scheme. If you are ethnically diverse and meet the role's minimum criteria, you are guaranteed an interview.

Note: Applications may close early, so please apply promptly.

Job purpose

• Provide professional, responsive, and positive feedback and complaint resolution services with empathy at contact points.
• Deliver a customer-centered approach to handling feedback and complaints.
• Manage own caseload to ensure effective early resolution following policies and standards using Salesforce.
• Investigate complaints thoroughly, demonstrating empathy and understanding.
• Ensure timely responses and investigations aligned with policies.
• Collaborate with service teams to identify and implement service improvements based on feedback.
• Identify and escalate serious concerns or risks to senior management, including health & safety or data protection issues.
• Promote awareness of feedback and complaints procedures organization-wide.
• Support the Complaint Resolution Manager with stage 2 complaints.
• Maintain accurate records of complaints in the CRM system.
• Facilitate complaint resolution meetings and build good relationships across teams.
• Contribute to best practice standards and share learning.
• Triage incoming complaints and assign or handle directly.

Person specification

• Empathic customer approach.
• Strong analytical and investigative skills.
• Excellent planning and organizational skills.
• Ability to work independently.
• Effective communication skills in plain English.
• Dispute resolution and listening skills.
• Proactive, solutions-oriented mindset.
• Risk awareness related to complaints management.
• Stakeholder management skills.
• Ability to remain calm under pressure.
• Team player with flexibility.
• Results-driven with experience in management reporting.
• Proficiency in Microsoft Office.
• Knowledge of housing sector and complaint handling codes.
• Experience in complaints resolution and service improvement.