Customer Complaints Specialist - Maidstone (Mostly Remote)

RG Setsquare; Maidstone; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Remote work

Job summary

RG Setsquare in Maidstone is seeking a temporary complaints investigator, primarily remote with occasional office attendance. The role runs for about 3 months at £18.70 per hour umbrella.

You will investigate resident complaints, gather evidence, and ensure fair resolutions in line with the Housing Ombudsman Code. The ideal candidate has experience in a contact centre or housing-related public sector service environment, and can work effectively across internal teams and contractors.

Qualifications

• Proven experience in a similar role within a contact centre or customer service environment.
• Experience in a social housing or similar public sector service environment (preferred).

Responsibilities

• Investigate and resolve resident complaints, ensuring fair resolutions in a timely manner.
• Collaborate with internal teams and external contractors to gather evidence.
• Ensure compliance with Housing Ombudsman Complaint Handling Code and regulatory requirements.
• Document all complaint-related interactions in the CRM system with transparency.
• Provide feedback to management to drive service improvement and reduce volumes.

Skills

Customer service

Contact centre experience

Job description

Are you in search of a temporary yet fulfilling role? Look no further! We're thrilled to offer an exciting position based in Maidstone who are looking for predominantly remote complaints investigators for the 3 months ongoing, at the rate of £18.70 per hour umbrella

Role is predominantly remote (wfh) with occasional office attendance required.

Job responsibilities

To investigate and resolve complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code. The role is critical in fostering a positive complaint-handling culture and maintaining strong relationships with residents. Maintaining strong relationships with residents.

Key Responsibilities:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Work closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
• Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

About you:

Experience:

• Proven experience in a similar role within a contact centre or customer service environment.
• Experience in a social housing or similar public sector service environment (preferred).