Complaints Triage And Service Recovery Officer

TRI Consulting Ltd; Greater London; On-site; GBP 40,000 - 60,000; Part time

Job summary

A leading housing association in the UK seeks a Complaints Triage and Service Recovery Officer to manage customer dissatisfaction before it escalates. This hybrid role requires excellent customer service and communication skills, as well as a collaborative approach to solving issues. The successful candidate will be responsible for triaging customer concerns and implementing solutions, while logging formal complaints when necessary. The role offers a competitive rate of £19.49 per hour and requires on-site presence on Wednesdays and Thursdays.

Qualifications

• Proven experience in a complaints handling or customer service role.
• Exceptional communication abilities across multiple channels.
• Empathetic and personalized approach to managing customer issues.

Responsibilities

• Act as the first point of contact for customers expressing concerns.
• Triage and assess customer concerns, suggesting appropriate solutions.
• Log formal complaints when necessary to resolve escalated issues.

Skills

Excellent customer service

Communication skills

Empathy

Problem-solving skills

Collaboration

Job description

Large Housing Association requires a Complaints Triage and Service Recovery Officer to manage customer dissatisfaction before it escalates to a formal complaint.

Responsibilities

• Act as first point of contact for customers expressing concerns or dissatisfaction, deploying empathy, problem‑solving skills and proactive communication to address their issues.
• Triage and assess customer concerns, suggest appropriate solutions and where possible recover the issue.
• Find the best route to customer satisfaction and, where necessary, log a formal complaint investigation.

Skills and Experience

• Excellent customer service and communication skills across multiple channels.
• Empathy and a personal approach to problem solving.
• Collaborative nature and confidence in dealing with multiple stakeholders.
• Proven experience in a complaint handling or customer‑service role.

The role is hybrid with Wednesdays and Thursdays in the office. £19.49 ph PAYE or £25.57 Umbrella.