Complaints Resolution Lead

FUTURES HOUSING GROUP; Litchurch; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Private healthcare

Discount schemes

Health & wellbeing focus

Job summary

FUTURES HOUSING GROUP is seeking an exceptional investigator to join our small, proactive Complaints Team in Castle Donington. You will investigate complex Stage 1 and 2 complaints, collate evidence, and communicate findings clearly to drive service improvements and prevent recurring issues.

You will build relationships with customers, manage case timeliness, and prepare concise responses for the Housing Ombudsman Service.

Qualifications

• Experience investigating Stage 1 and 2 complaints and preparing information.
• A practical problem-solving approach with clear, accurate communication.
• A track record of building relationships and influencing outcomes.

Responsibilities

• Visit customers in their homes to understand the complaint and collate evidence.
• Agree compensation fairly and in line with policies.
• Own the complaint resolution from start to closure and keep customers updated.
• Prepare high-level written responses for Housing Ombudsman scrutiny.
• Keep accurate records on in-house systems, including evidence and correspondence.
• Prepare documentation requested by the Housing Ombudsman Service.
• Share learnings from complaints with senior management to prevent repeats.

Skills

Customer complaints handling

Analytical thinking

Communication

Job description

Were 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. Youre 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 youve developed in your career so far. With your proven track record youll 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.

If youre successful, youll 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. Youll have great opportunities to grow and develop, personally and professionally, but the greatest reward will be knowing youre 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.

Were 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!

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