Complaints Resolution Lead

Futures Housing Group; East Midlands; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Private healthcare options

Job summary

Futures Housing Group is seeking an exceptional investigator to join our Complaints Team. You will collate evidence, investigate Stage 1 and 2 complaints, and communicate findings to inform service changes that prevent recurring issues.

You will build strong relationships with customers and work within the Customer Experience team to deliver clear, effective communications and high-quality responses for the Housing Ombudsman. Interviews will be held at our Castle Donington office.

Qualifications

• Experience investigating Stage 1 and 2 complaints.
• Ability to collate evidence and communicate findings clearly.
• Experience preparing reports for the Housing Ombudsman.
• Strong analytical and problem-solving skills.
• Maintain accurate records and evidence of investigations and correspondence.

Responsibilities

• Adopt a fair, impartial approach when visiting customers to understand the complaint and collect evidence.
• Ensure a fair, logical, and consistent approach to determining compensation.
• Take ownership of the complaint resolution from start to finish and keep customers updated.
• Prepare high-quality written responses suitable for Housing Ombudsman scrutiny.
• Keep thorough records in in-house systems and share learnings with management.

Skills

Investigation

Data analysis

Communication

Relationship building

Complaint handling

Attention to detail

Stakeholder communication

Tools

In-house systems

Job description

Can you turn a negative into a positive?

We're looking for an exceptional investigator with an eye for detail and a natural talent for building relationships, to join our small, proactive Complaints Team.

You'll be part of a wider Customer Experience team who will need your support to consistently deliver effortless experiences to our customers.

You will be a driver of change by collating trend data and communicating findings to the business to inform service change preventing complaints from occurring, escalating, or reoccurring.

You're someone with a practical approach to problem solving who, no matter what the problem or medium can communicate effectively, clearly, and accurately putting into practice those excellent Customer Complaints skills you've developed in your career so far.

With your proven track record you'll be adept at investigating stage 1 and 2 complaints and preparing information for the Housing Ombudsman Futures will be the perfect platform to showcase your strong analytical and problem solving skills.

A few key points from out role profile:

• Adopt a fair and impartial approach to visiting customers in their homes to understand the complaint and collate any evidence.
• Ensure a fair, logical, and consistent approach to agreeing compensation in line with our policies and procedures.
• Take ownership of the complaint resolution from start to closure, ensuring that the customer is regularly kept informed of progress.
• Prepare high level written complaint responses fit for scrutiny from the Housing Ombudsman Service.
• Keep accurate records and evidence of the investigation, compliance with the HOS Complaint Handling Code and correspondence with the customer on
• the relevant in-house systems.
• Prepare documentation requested by the Housing Ombudsman Service.
• Prepare detailed reports and share learnings from complaints to prevent repeat complaints from occurring including with the senior management team.

Sounds like me, so what are you offering?

If you're successful, you'll be joining a dynamic organisation with an amazing culture. We offer competitive benefits that include private healthcare options, discount schemes and with a big emphasis on health and well-being. You'll have great opportunities to grow and develop, personally and professionally, but the greatest reward will be knowing you're helping people and communities across our region to thrive.

Your weekly hours of work would be 37, Mon - Fri, paid monthly. You'll get 25 days holiday plus bank holidays and concessionary days holiday at Christmas. We also offer great flexibility around business needs.

We're proud to be Investor in People Platinum award - the highest of IiP accreditation. The award recognises organisations which are passionate about making sure all employees get the best experience at work.

Make a note in your calendar as interviews are to be held at our main office in Castle Donington 3rd and 5th November!