Complaints Officer

James Andrews Recruitment Solutions; England; Hybrid; GBP 35,000 - 37,000; Full time

Job summary

A Housing Association in Hertfordshire is seeking a Complaints Officer (Repairs) for a 6-month fixed term, full-time role. Responsibilities include managing customer complaints, ensuring timely responses, and writing quality responses aligned with policy. Ideal candidates will have experience in housing, a customer-centric approach, and the ability to adapt to changing priorities. The position offers hybrid working, flexible days, and a salary of £35,916.24 per annum.

Benefits

Hybrid working

Flexible working days

Qualifications

• Demonstrate a track record of delivery against key deliverables or a foundation to build upon.
• Ability to build strong relationships.
• Able to adapt to changing needs and priorities.

Responsibilities

• Acknowledge and respond to customer complaints in a timely and professional manner.
• Provide clear and concise information to customers regarding the status and resolution of their complaints.
• Write quality complaint responses to ensure consistency with complaints policy.
• Identify improvements and lessons learned from complaints and share them.
• Maintain an up-to-date complaints tracker to monitor status and progress.
• Work with key business areas to establish realistic timelines for resolution.
• Monitor actions identified as part of complaint to ensure completion.

Job description

We are currently partnering with a Housing Association based in Hertfordshire, who are recruiting for a Complaints Officer (Repairs) to join their growing team on a 6 month fixed term basis.

This is a full-time position with a salary band of £35,916.24 per annum and the start date is subject to notice.

Duties will include (but are not limited to):

• Acknowledge and respond to customer complaints in a timely and professional manner
• Provide clear and concise information to customers regarding the status and resolution of their complaints
• Write quality complaint responses to ensure consistency that is in line with complaints policy and the Housing Ombudsman Complaints code
• Identify improvements and lessons learned from complaints and ensured these are shared
• Maintain an up-to-date complaints tracker to monitor the status and progress of all complaints
• Work with key business areas to establish realistic and achievable timelines for complaint resolution
• Monitor actions identified as part of complaint to ensure completion

Experience required:

• Ability to role model their core behaviors is as important as technical expertise
• Experience working with customers within housing
• Support a culture founded in trust and respect for everyone

Skills, knowledge and expertise required:

• Demonstrate a track record of delivery against our key deliverables or a foundation which can be built upon
• Ability to build strong relationships
• Able to adapt to changing needs and priorities

Rewards and Benefits:

• Hybrid working
• Flexible working days

Working hours:

• 37 hours per week
• Monday – Friday, 9am-5pm

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

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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