Housing Complaints Investigator

BDS (Northern) Limited; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A well-known Housing Association in the Hammersmith area is seeking a Complaint Officer to manage customer dissatisfaction. In this hybrid role, you will handle escalated service inquiries and provide solutions to customer concerns. The ideal candidate will possess strong empathy and problem-solving skills. This is a temp ongoing position with 35 hours per week, offering a pay rate between £19.49 PAYE and £25.77 UMB. Apply now for immediate consideration.

Qualifications

• Experience in managing customer dissatisfaction and handling complaints.
• Proven ability to triage and assess customer concerns effectively.
• Strong problem-solving capabilities and service recovery focus.

Responsibilities

• Manage escalated service inquiries and customer complaints.
• Provide appropriate solutions and service recoveries.
• Engage proactively with customers to resolve issues.

Skills

Empathy

Problem-solving skills

Effective communication

Multitasking

Job description

Overview

BDS are currently recruitng for a Complaint Officer to work with a well known Housing Association in the Hammersmith area.

Your primary role is to proactively manage customer dissatisfaction before it escalates to a formal complaint.

This is a new role in the organisation and you will serve as the first point of contact for customers who are expressing concerns or dissatisfaction, employing empathy, problem-solving skills, and proactive communication to address their issues effectively.

Mainduuties include bt are not limited too;

Responsibilities

• You will be the gate keeper for the Complaints Service and you will be the first point of contact for handling escalated service enquiries.
• You will be responsible for triaging and assessing customer concerns, providing appropriate solutions and where possible service recover the issue raised.
• You will be able to multitask and swiftly understand the best route for the customer to resolve their dissatisfaction, by either service recovery or logging a formal complaint to be investigated.
• This role requires proactive engagement with customers, effective problem-solving skills, and a focus on delivering exceptional service recovery experiences by triaging customer concerns effectively and with the customer in mind.

Location: Hammersmith, Hybrid, 2 days in the office Wednesday and Thursday not flexible, 3 days at home.

Hours: 35 hours a week, 9am to 5pm.

Payrate: £19.49 PAYE or £25.77 UMB.

This is a temp ongoing role to start ASAP!

Apply now for immediate considoration.