Customer Complaints Investigator

Housing Diversity Network; Portishead; Remote; GBP 28,000 - 38,000; Full time

Job summary

Housing Diversity Network is seeking a proactive Customer Complaints Investigator to join our complaints team. You will review and investigate complaints, aligning with housing ombudsman guidelines, and collaborate with various departments to ensure customers are supported.

You will provide feedback, training and coaching to internal teams, helping to improve the complaints procedure and drive learning. You will work within tight timelines to meet deadlines and KPI targets, maintaining a high

Qualifications

• Experience in housing or complaints role.
• Ability to solve problems in complex situations.
• Strong written and verbal communication.

Responsibilities

• Review and investigate complaints in line with guidelines.
• Provide feedback and coaching to internal teams.
• Help improve complaints procedures and learning points.
• Maintain KPI targets and timeliness.

Skills

Complaint handling

Communication

Problem solving

Job description

We have an exciting opportunity for an individual to become our next Customer Complaints Investigator. You will work directly with the Customer Complaints Manager, and you will be responsible for reviewing and Investigating complaints’, with the chance to work with different departments across the business.

You will also play an important part within the complaints team ensuring complaints are dealt with in line with the housing ombudsman guidelines, ensuring the Alliance values are demonstrated so that our customers are in the best of hands.

You’ll provide feedback, training and coaching to our internal teams to help maintain KPI’s, support continuous improvement and individual development. Part of your role will be assessing and improving the Alliance Homes complaints procedure and recommending any improvements which could be made; whilst continuing to support the relevant manager to identify any learning points which need to be made.

About you

Our ideal candidate will have previous housing experience or a proven track record in working in a complaint’s role.

A natural communicator, you will experience of problem solving and effective decision making in complex situations

An excellent communicator, you will have the ability to deal sensitively, empathetically, and tactfully in difficult and challenging situations.

You will need to be well organised whilst handling your own workload and to keep to tight timescales in line with the complaint’s timelines.