Complaints Support Advisor

Curo; Bath; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

26 days annual leave

Birthday off

Pension 10% match

Flexible benefits

Employee Assistance Programme

Training & development

Job summary

CURO in Bath is seeking a Complaints Support Advisor on a permanent, full-time basis with hybrid working. You will assist in managing customer complaints, focusing on complex cases and Stage 2 responses while supporting managers and directors to deliver timely resolutions.

Join a people-focused housing association offering a competitive salary, 26 days leave (29 after 3 years), a birthday day off, a matched pension, flexible benefits, wellbeing support, and development opportunities.

Qualifications

• Strong understanding of complaints handling policies and procedures
• Excellent verbal and written communication with stakeholders to achieve best customer outcomes
• Ability to stay organized, manage multiple tasks and meet deadlines
• Creative problem solving and attention to detail
• Ability to work collaboratively across teams in a hybrid environment

Responsibilities

• Provide comprehensive administrative support to managers and directors in managing customer complaints and ensuring documentation is complete
• Support in-depth investigation and compile facts and timelines of incidents and customer interactions
• Maintain accurate records of correspondence on relevant systems in line with procedures and regulatory requirements
• Monitor workflows and actions related to resolution of repairs complaints to ensure timely resolutions
• Develop relationships with colleagues to ensure effective communication
• Understand diverse customer needs to deliver high-standard service and identify adjustments where needed
• Act as a role model to demonstrate best-practice complaint handling and customer delight
• Assist in delivering learning actions from Housing Ombudsman findings and internal investigations
• Support the wider team to achieve objectives and goals and contribute to health and safety compliance

Job description

Purpose of the Job

As a Complaints Support Advisor, you’ll help make sure complaints are managed fairly, consistently and in line with our customers’ needs and regulatory responsibilities. You’ll support colleagues across the complaints process, with a particular focus on complex complaints, Stage 2 responses and review-stage activity.

Permanent | Full Time | £29,830

Hybrid working

What will I do?

Supporting the resolution of complaints in line with the complaints policy and customer experience strategy. This role will support the managers and directors to deliver timely completion of operational tasks and administration required in order to deliver a positive resolution of a customer complaint. This role will contribute to continuous improvement by supporting the implementation of learning outcomes from both internal complaints findings and Housing Ombudsman recommendations.

What will I have to do?

• Provide comprehensive administrative support to managers and directors in managing customer complaints ensuring all relevant documentation is available as well as providing administrative support to the Compliance & Delivery Lead
• Support in-depth investigation and compile facts and timelines of incidents and interactions with customers
• Maintain accurate and timely records of correspondence or discussions with customers and stakeholders on relevant systems ensuring compliance with internal procedures and regulatory requirements.
• Monitor and manage workflows and actions related to the resolution of repairs complaints, ensuring timely resolutions and a high standard of service.
• Develop relationships with colleagues to ensure appropriate communication
• Understand the diverse needs of our customers in order to provide a high standard of customer service and identifying where adjustments might be required.
• Act as a role model to show that complaint handling is an opportunity to delight customers and turn a dissatisfied customer in to an advocate for the organisation.
• Assist in delivering learning actions based on findings from the Housing Ombudsman and internal investigations.
• Take an active role in supporting the wider team where necessary to deliver team objectives and goals.
• Take responsibility for the health and safety of myself, my team and others ensuring that we are fully compliant with all legislative obligations and Curo’s working practices.

What do I need to be successful?

• Have a thorough understanding of Curo’s policies and processes to support the complaint handling process
• Demonstrate excellent communication skills both verbal and written and the ability to communicate with the right stakeholders to get the optimum outcome for the customer
• Demonstrate excellent troubleshooting abilities
• Illustrate the ability to be organised, with the ability to manage multiple tasks simultaneously and meet deadlines
• The ability to work collaboratively to ensure timely complaint resolution
• Demonstrate creative problem solving skills
• Strong attention to detail and ability to compile accurate records and reports
• Demonstrate an interest in our customers and the issues that affect their lives, together with a commitment to our organisational values.
• Demonstrate the ability to work in a hybrid team and from different offices and teams, being able to task yourself and work independently
• Familiarity with compliance and case management or complaint logging systems
• Familiarity with housing or repairs management systems and workflows is desirable

How will I evidence my success? I will…

• Get feedback from my customers, peers and my manager about my effectiveness in delivering my services, as well as how I deliver them.
• Demonstrate the improvements I have delivered with tangible results that show success.
• Successfully meet the KPIs and objectives agreed for myself and my team.
• Demonstrate my active participation in Curo company life.
• Use the Curo Quality Assurance measures to demonstrate my consistent delivery of our team processes.

What You'll Get In Return

• Competitive salary and opportunities for pay progression
• 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years
• Your birthday off as an extra holiday
• Up to 10% matched pension contribution
• Flexible benefits including options such as Health Cash Plan or gym membership
• Access to an Employee Assistance Programme and wellbeing support
• Full training and development with opportunities for career progression

About CURO

We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone - if you need any adjustments to help you apply or interview, please contact our recruitment team at [e-mail]