Complaints Officer

James Andrews Recruitment Solutions; Bedford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local housing organization is seeking a Complaints Officer in Bedford on a full-time basis. This role offers an hourly rate of £26 and involves managing customer complaints, working with the Housing Ombudsman, and providing insights to improve services. The ideal candidate must have experience in social housing complaints handling and a basic DBS check. Working hours are 37 per week, Monday to Friday, with flexible timings. Recent experience is essential for application.

Qualifications

• Strong experience in dealing with complaints in a housing context.
• Basic DBS dated within the last year or willingness to apply for a new one.

Responsibilities

• Allocate work to the team and approve outputs to meet deadlines.
• Provide administration for customer complaints and enquiries.
• Identify trends from data and customer feedback to avoid common mistakes.

Skills

Experience working within social housing

Experience with the Housing Ombudsman Service

Job description

We are currently partnering with a Housing Association based in Bedfordshire , who are recruiting for a Complaints Officer to join their growing team on a 3‑month basis. This is a full‑time position with an hourly rate of £26 per hour via an Umbrella company.

The ideal candidate will have experience dealing with complaints for a Housing Association, have dealt with Housing Ombudsmanand have a basic DBS dated within the last year or be willing to have a new application carried out.

Duties will include (but are not limited to)

• Allocating work to the team and approving work outputs to meet priorities and deadlines; managing and monitoring outputs to meet quality and performance standards
• Providing the administration, recording and triage of customer, MP and Housing Ombudsman Service complaints and enquiries
• Supporting the Business Insights Team and the wider organisation in delivering accurate customer feedback and lessons learnt from complaints
• Providing weekly, monthly and quarterly data preparation, data checks and delivery to enable the collection of meaningful and timely data from customers
• Identifying emerging issues or patterns relating to customer, MP and Housing Ombudsman Service complaints, including stage 0
• Offering guidance and support to colleagues on tone of voice and the use of management systems, policies and procedures related to complaints
• Investigating low level complaints and dealing with actions that require immediate attention following a complaint
• Contributing to the effective analysis of customer complaints and Housing Ombudsman queries, by presenting data and information which identify trends and lessons learnt to avoid repeating common mistakes
• Reviewing and action the complaints customer satisfaction feedback
• Providing cover and support for the wider Customer Insights team on SARs, CSATs & complaints
• Managing the Insights Team complaints inbox and work with the Hubs on the enquires inbox, ensuring all enquiries received are assessed before allocation of cases to responsible teams

Expertise required

• Experience working within social housing
• Experience with the Housing Ombudsman Service

Working hours

• 37 hours per week
• Monday - Friday
• 9am-5pm (Flexible)

Please note that you require recent experience to apply for this role.