Complaints Officer

Aster Group Ltd.; Hurstbourne Tarrant; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A housing organization in the UK seeks a Customer Complaints Officer to manage complaints in line with policy. The role involves excellent communication, problem solving, and creating compelling case files for investigation. Candidates should have GCSE-level education, experience in customer service, and must be able to drive within defined regions. The role also offers career investment and a positive work environment.

Benefits

Investment in colleagues' careers

Defined Contribution Pension

Volunteering hours

Savings on various services

Enhanced leave

Recognition initiatives

Qualifications

• Experience handling customer complaints is required.
• Ability to work under pressure and maintain accurate records is essential.
• Full UK driving license and vehicle access are mandatory for this hybrid role.

Responsibilities

• Manage customer complaints in line with policy and procedure.
• Act as a central point of contact for customers and colleagues.
• Prepare cases for investigation and keep customers updated.

Skills

Customer service

Problem solving

Communication skills

Negotiation

Education

Grade A-C GCSE Standard (or equivalent)

Job description

Customer Complaints Officer

If you're passionate about customer service, able to develop effective working relationships, and skilled in problem solving and letter writing, this is the role for you.

What you'll be doing

Complaints Officers work in a centralised team ensuring complaints are managed in line with our complaints policy and procedure. You'll be a central point of contact for our customers, providing excellent service to both customers and colleagues to reach a complaint resolution.

You'll be responsible for assessing complaints and working with investigating managers to resolve them. Keeping customers updated both verbally and in writing, you'll also provide guidance and support to investigating managers. Additionally, you'll prepare cases for investigation, supporting our commitment to the Housing Ombudsman Scheme and its Complaint Handling Code.

What we offer

• Investment in colleagues' careers and development
• Defined Contribution Pension and life assurance
• Volunteering hours for giving back
• Savings on cinemas, gyms, holidays, shops, and eateries
• Enhanced leave
• Recognition initiatives for colleagues who excel

About you

You will be educated to Grade A-C GCSE Standard (or equivalent), including English. You should have experience handling customer complaints, working under pressure, and excellent communication skills. A creative problem solver with negotiation skills, you'll be passionate about resolving complaints and improving services.

Accurate record keeping, data entry, and decision-making skills are essential. A full UK driving license and access to a vehicle are required for this hybrid role, covering regions including Hampshire, Wiltshire, Somerset, Dorset, Devon, Cornwall, and London.

What's in it for me

We invest in our colleagues through flexible working arrangements and other benefits to ensure a positive work environment.