Customer Complaints & Resolution Advisor

Livv Housing Group; Knowsley; On-site; GBP 26,000 - 34,000; Full time

Job summary

Livv Housing Group is seeking a Customer Complaints Officer to deliver high quality complaint investigation and resolution across the business. You will triage and resolve at first contact where possible, and lead Stage 1 and 2 investigations in line with policy and the Housing Ombudsman requirements.

You will communicate with customers by phone, email and meetings, liaise with MPs and Councillors as needed, and maintain accurate records while supporting a values-led approach.

Qualifications

• 3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
• Housing or other relevant qualification (D)
• Experience in complaint handling (E)
• Experience in a customer facing role (E)
• IT Skills, including Microsoft Office applications (E)
• Excellent communication (oral and written) teamwork and interpersonal skills (E)
• Ability to explain complex information in simple terms and to provide guidance to a diverse range of people (E)
• Customer focused (E)
• Confident, resilient and able to deal with conflict/ difficult situations in a professional manner (E)
• Must be able to travel independently (E)

Responsibilities

• Triage all queries/enquiries and resolve at first point of contact where possible.
• Lead the investigation of stage 1 and 2 complaints proactively, in accordance with complaints policy.
• Prepare Stage 2 investigation packs and support the preparation and collation of documentation for Housing Ombudsmen enquiries.
• Be the first point of contact for all complaints, MP’s and Councillor enquiries.
• Provide customer focused, high quality complaint resolution service for the business in accordance with Group’s policy and regulatory requirements.
• Work in partnership with other teams to deliver the required level of customer service.

Skills

Communication skills

MS Office

Customer focus

Explain complex info

Teamwork

Problem solving

Education

GCSEs (3)

Housing or related qualification

Tools

Microsoft Office

Job description

Livv Housing Group is seeking a Customer Complaints Officer to deliver high quality complaint investigation and resolution across the business. You will triage and resolve at first contact where possible, and lead Stage 1 and 2 investigations in line with policy and the Housing Ombudsman requirements.

You will communicate with customers by phone, email and meetings, liaise with MPs and Councillors as needed, and maintain accurate records while supporting a values-led approach.