Complaints Resolution Lead, Derby

TieTalent; Derby; On-site; GBP 41,000; Full time

Job summary

A dynamic organisation in Derby seeks an exceptional investigator for their Complaints Team. The role involves investigating customer complaints, making compensation decisions, and preparing detailed reports for the Housing Ombudsman Service. You will contribute to preventing complaints through effective communication and analysis. Competitive benefits include private healthcare and 25 days holiday. This is a full-time position with a focus on employee development and well-being.

Benefits

Private healthcare options

Discount schemes

Flexible working hours

25 days holiday plus bank holidays

Qualifications

• Proven track record investigating stage 1 and 2 complaints.
• Ability to prepare high-level written responses.
• Experience collating trend data and reporting findings.

Responsibilities

• Investigate customer complaints and collate evidence.
• Make decisions on compensation based on customer impact.
• Prepare documentation and reports for the Housing Ombudsman Service.

Skills

Analytical skills

Customer complaints handling

Strong communication

Problem-solving

Job description

Overview

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 Complaints Team on our mission to deliver ‘Great Places’, 'Great Services’, and ‘Great Tomorrows’.

You’ll be part of a wider Contact Centre 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.
• Make decisions on compensation and goodwill gestures based on individual customer impact.
• 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 1st stage remote interviews are 2nd September and 2nd stage will be at our main Castle Donington office, 5th September.

To start your Futures Journey take a look at our Role Profile. Please note we may contact candidates or close the vacancy prior to the closing date.

Salary: £40,793.00 Location: Derby, DE74 2SA