Customer Complaints and Liaison Officer

Regenda Group; Liverpool; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading social housing provider in Liverpool seeks a Customer Complaints Officer. You will manage customer complaints, analyze trends for service improvements, and support residents during major works. The ideal candidate has experience in complaints handling and strong communication skills. Join a team recognized for its engagement and commitment to making a difference.

Benefits

Flexible working options

27 days annual leave

6 volunteering days

Up to 9% employer pension contribution

Annual learning allowance

Enhanced parental leave

Employee Assistance Programme

Learning and development opportunities

Interest-free loans

Monthly staff lottery

Qualifications

• Experience in handling customer complaints and following complaint processes.
• Excellent verbal and written communication skills.
• Empathy and emotional intelligence in dispute resolution.
• Ability to analyze and interpret data.
• Capable of working independently and prioritizing workloads.

Responsibilities

• Act as the first point of contact for customer complaints.
• Provide analysis of complaint trends to enhance services.
• Support customers during temporary relocations.
• Collaborate with various departments and external agencies.

Skills

Handling complaints

Verbal communication

Interpersonal skills

Data analysis

Empathy

Teamwork

Job description

Overview

The purpose of this role is to be the first point of contact for customer complaints for the Asset Management Department, achieving positive resolutions for customers whilst adhering to the complaint's procedure. To provide complaint trends and analysis to identify where change is required to enable the delivery of an improved, efficient and effective service for customers which meets the needs of the business. Provide customers with a designated point of contact and support during major works where they are required to leave their home on a temporary basis.

Regenda Homes is an award-winning Registered Social Housing provider with around 12,000 homes in Merseyside, Greater Manchester, Cheshire and Lancashire. We provide additional support to residents including finding work, money advice or dealing with anti-social behaviour. We work in partnership with residents to scrutinise services and make sure we perform to a high standard.

Regenda Homes is part of The Regenda Group; we work in places where we can make a difference and operate across the housing and construction sector, in care and support, and in education, training and careers.

Responsibilities

To be the first point of contact for customer complaints for the Asset Management Department, achieving positive resolutions for customers whilst adhering to the complaint's procedure.

Provide complaint trends and analysis to identify where change is required to enable the delivery of an improved, efficient and effective service for customers which meets the needs of the business.

Provide customers with a designated point of contact and support during major works where they are required to leave their home on a temporary basis.

Qualifications

Experience in handling complaints, following a complaint's handling process and investigating customer enquiries, complaints and comments.

Excellent verbal & written communication, interpersonal skills and able to work as part of a team.

To be able to demonstrate empathy and emotional intelligence in dealing with and resolving disputes.

Ability to analyse, manipulate and interpret data to drive service improvement.

Able to work under own initiative, prioritise workloads and meet tight deadlines.

Confident working with other departments, external agencies, contractors, partners and residents to resolve customer complaints.

Next Steps

If you like what you've read so far and think you've got what it takes to join our team, then apply now with a copy of your CV and a short covering letter detailing why you think you would be a good fit the role. Our People Services team will review your application and will be in touch shortly.

What We Offer

Regenda Homes really is a great place to work - and you don't have to just take our word for it! We're accredited by Best Companies for our 'world class' levels of staff engagement and have been consistently named as one of the Best Companies to Work For in the North West.

We can offer you a working environment where you can enjoy yourself, develop yourself and be yourself and where you really can make a difference to people's lives.

Benefits Package

• A range of flexible working options.
• 27 days paid annual leave each year (rising one day per year up to a maximum of 32 days after five years) in addition to 8 bank holidays.
• 6 additional days for volunteering.
• Up to 9% employer's contribution to the pension scheme (match funded).
• £250 annual 'Live and Learn' allowance to spend on learning any new skill.
• Enhanced maternity, paternity and adoption pay schemes.
• Employee Assistance Programme and health and wellbeing initiatives.
• A wide variety of exciting learning and development opportunities.
• Interest free loans to assist with the purchase of computer equipment and travel season tickets.
• Monthly staff lottery scheme.

Why Regenda Homes

"We regenerate places and create opportunities for people"

Equal Opportunities

We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from disabled and minority ethnic candidates as they are currently under-represented within our organisation.