Complaints Resolution Lead: Elevate Customer Experience

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

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.