Complaints Officer

James Andrews Recruitment Solutions Ltd; Eastleigh; On-site; GBP 46,000 - 50,000; Full time

Job summary

James Andrews Recruitment Solutions Ltd is partnering with a Hampshire housing provider to recruit a Complaints Officer on a 3 month temporary contract. The role is full-time and starts immediately, paying £23.84 per hour via Umbrella. 37 hours per week.

Experience in complaints resolution and housing/public sector is preferred. You will investigate, document and conclude complaints in a timely fashion, liaising with internal teams and external stakeholders while ensuring accurate records are

Qualifications

• Excellent written and verbal communication skills.
• Strong customer service skills with a professional approach.
• Ability to analyse complex complaints and gather evidence.
• Good organisational skills to prioritise workload and meet deadlines.
• Proficient with Outlook, Word and Excel.

Responsibilities

• Act as first point of contact for customers through the complaints process.
• Investigate complaints and reach fair, evidence-based outcomes.
• Communicate findings and decisions clearly to customers and stakeholders.
• Manage complaints from receipt to resolution within timescales
• Coordinate with internal departments, contractors and Housing Ombudsman as needed
• Identify trends and opportunities for service improvements
• Provide feedback to teams to improve customer experience
• Maintain accurate records of complaint information

Skills

Communication

Customer service

Analytical thinking

Organization

MS Office

Attention to detail

Collaborative work

Tools

MS Office

Job description

We are currently partnering with an esteemed housing provider in Hampshire, who are recruiting for a Complaints Officer on a 3 month temporary contract.

This is a full-time position which is due to start immediately. The pay for this role is £23.84 p/h via an Umbrella Company.

Duties will include (but are not limited to):

• Acting as the first point of contact for customers throughout the complaints process, providing clear updates and managing expectations
• Investigating customer complaints and reaching fair, evidence-based outcomes based on individual circumstances
• Communicating complaint findings and decisions clearly to customers and internal stakeholders, both verbally and in writing
• Managing complaints from initial receipt through to resolution within agreed timescales
• Liaising with internal departments, contractors, external stakeholders and the Housing Ombudsman where required
• Identifying trends, recurring issues and opportunities for service improvements based on customer feedback
• Providing feedback to teams and managers to improve customer experience and service delivery
• Maintaining accurate records and ensuring complaint information is documented appropriately

Experience required:

• Experience working within a complaints, customer resolution, customer experience or similar role
• Experience investigating and resolving customer complaints
• Experience working within housing, public sector or a customer-focused environment
• Experience managing a varied caseload and meeting deadlines

Skills, knowledge and expertise required:

• Excellent written and verbal communication skills with the ability to present information clearly and concisely
• Strong customer service skills with an empathetic and professional approach
• Ability to analyse complex complaints, gather evidence and make fair decisions
• Good organisational skills with the ability to prioritise and manage workload effectively
• Ability to use Microsoft Office packages including Outlook, Word and Excel
• Strong attention to detail and ability to maintain accurate records
• Ability to work collaboratively with internal teams and external stakeholders

Working hours:

• 37 hours per week

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