Hybrid Complaint Resolution Specialist

Amplius; Boston (MA); Hybrid; USD 42.000 - 51.000; Vollzeit

Benefits dieser Stelle

Flexible working

Pension contributions

Cycle to work

Employee assistance

IT equipment

Volunteer days

Career development

Zusammenfassung

Amplius is seeking a Complaint Resolution Officer to investigate complaints, support fair outcomes and help improve our services. You will work with colleagues, contractors and customers to ensure empathy, transparency and adherence to high service standards.

The role involves handling complex complaints in social housing, public services or a regulated sector, with a focus on timely updates and robust records.

Qualifikationen

• Experience handling complex or escalated complaints within social housing, public services or a regulated sector.
• Understanding of complaint handling best practice and the Housing Ombudsman’s Complaint Handling Code.
• Strong communication and investigation skills, with the ability to handle sensitive situations fairly and professionally.
• Ability to manage a busy caseload, prioritise work and maintain accurate records.
• A customer-focused and resilient approach, with strong problem-solving skills and a commitment to equality and continuous improvement.

Aufgaben

• Investigate customer complaints, gathering evidence and working with colleagues and contractors to achieve fair outcomes.
• Provide clear, empathetic updates to customers throughout the complaint process.
• Ensure complaints are managed within agreed timescales and in line with service standards and regulatory requirements.
• Maintain accurate complaint records, monitor actions and manage compensation where appropriate.
• Identify lessons learned from complaints and share feedback to support service improvements.
• Build positive relationships with teams, contractors and stakeholders while promoting a strong complaints culture.

Kenntnisse

Escalated complaints

Housing/Public sector

Complaint handling knowledge

Communication skills

Investigation skills

Caseload management

Customer focus

Jobbeschreibung

Amplius is seeking a Complaint Resolution Officer to investigate complaints, support fair outcomes and help improve our services. You will work with colleagues, contractors and customers to ensure empathy, transparency and adherence to high service standards.

The role involves handling complex complaints in social housing, public services or a regulated sector, with a focus on timely updates and robust records.