Customer Complaints Liaison & Data Insight Specialist

Rooftop Housing Group; Evesham; On-site; GBP 27,000 - 33,000; Full time

Job summary

Rooftop Housing Group is seeking a Complaints Liaison Officer in Evesham, with travel to other sites as required. You will be the first contact for complaints, ensuring thorough investigations, fair resolutions, and service improvements.

The role requires strong customer service, data interpretation, and reporting skills, with experience in regulated processes. ECXEL proficiency and collaboration with multiple stakeholders are essential.

Qualifications

• Experience in customer service or complaints handling.
• Strong admin and organisational skills with keen attention to detail.
• Experience with regulated policies, procedures or compliance frameworks.

Responsibilities

• Be the first point of contact for customer complaints and handle enquiries professionally.
• Liaise with Housing Ombudsman Service and respond to information requests.
• Investigate Stage 1 complaints with colleagues to identify root causes and resolutions.

Skills

Customer service

Analytical skills

Problem solving

Data reporting

Attention to detail

Time management

Communication

Education

GCSE Maths and English (or equivalent)

Tools

Excel

Microsoft Office

Housing management systems

Job description

Rooftop Housing Group is seeking a Complaints Liaison Officer in Evesham, with travel to other sites as required. You will be the first contact for complaints, ensuring thorough investigations, fair resolutions, and service improvements.

The role requires strong customer service, data interpretation, and reporting skills, with experience in regulated processes. ECXEL proficiency and collaboration with multiple stakeholders are essential.