Customer Complaints Investigator

HQN Ltd; Portishead; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

HQN Ltd in Portishead is seeking a Customer Complaints Investigator to join the team, working with the Customer Complaints Manager to review and investigate issues.

You will liaise with various departments, ensure compliance with housing ombudsman guidelines, and help drive improvements to the complaints process.

The role includes providing feedback, coaching colleagues, and supporting KPI delivery and learning across the business.

Responsibilities

• Review and investigate complaints as part of the complaints team.
• Provide feedback, training and coaching to internal teams.
• Improve the complaints procedure and identify learning points.
• Ensure complaints handled in line with housing ombudsman guidelines.

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.