Remote Complaints Resolution Specialist

Housing Diversity Network; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Housing Diversity Network in Leeds is seeking two permanent Complaints Officers to join our Service Improvement team. You will take ownership of Stage 1 complaints, conduct investigations and deliver fair, clear responses to customers.

You will collate information from colleagues and contractors, keep customers informed, and work with teams to identify recurring issues and drive service improvements across the association.

Qualifications

• Experience of working in a customer service environment.
• Experience of carrying out administrative tasks accurately and to a high standard.
• Good computer literacy, with the ability to use digital systems and tools effectively.
• Ability to build and maintain positive working relationships with customers, colleagues and contractors.
• Ability to make informed decisions within policies and procedures, using sound judgement and working independently.
• Good time management skills, with the ability to organise and prioritise your workload.
• Desirable: Experience of responding to complaints within social housing.
• Desirable: Experience of conducting complaints investigations.

Responsibilities

• Take ownership of Stage 1 complaints from beginning to end, acting as the main point of contact for customers.
• Carry out thorough, evidence-based investigations, gathering information from colleagues, contractors and other partners.
• Provide clear, empathetic and customer-focused responses that explain what happened, your findings and how we will aim to resolve the complaint.
• Keep customers informed throughout the complaint process, taking account of individual circumstances and communication needs.
• Make fair and proportionate decisions on resolutions in line with our policies and procedures.
• Work closely with teams across Leeds Fed to identify recurring issues, share learning and help reduce repeat complaints.
• Support the development of a positive complaint-handling culture across the association.
• Keep up to date with the Housing Ombudsman Complaint Handling Code, relevant legislation and good practice.
• Maintain accurate and timely complaint records and ensure information is handled in line with our policies and procedures.

Skills

Customer service

Administrative tasks

Computer literacy

Relationship building

Decision making

Time management

Tools

CRM systems

Job description

Housing Diversity Network in Leeds is seeking two permanent Complaints Officers to join our Service Improvement team. You will take ownership of Stage 1 complaints, conduct investigations and deliver fair, clear responses to customers.

You will collate information from colleagues and contractors, keep customers informed, and work with teams to identify recurring issues and drive service improvements across the association.