Corporate Complaints and Insight Officer

3 weeks ago


London, Greater London, United Kingdom Page Personnel Public Sector & Not for profit Full time
The Corporate Complaints & Insight Officer role is pivotal to the success of delivering a first-class customer experience. This role is central to the seamless management and delivery of the overall complaints & Insight function.

As brand ambassador forthe team you will work with our customers, internal and external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement.


Client Details


A leading Housing Association in London are in need of a Corporate Complaints & Insight Officer to join their central London team.


Description

As Customer Insight Officer you will:

  • Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures
  • Act as Business Champion supporting our internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution
  • Proactively work with our internal and external stakeholders to prevent informal complaint escalation
  • Carry out audit and scrutiny of complaints case handling to ensure it meets with our regulatory and statutory requirements
  • Challenge and escalate concerns identified in relation to poor complaint case handling
  • Maintain and improve appropriate administrative systems to support the business activity
  • Carry out target number of customer surveys to obtain insight on OH services. Ensure data collected is succinct, accurate and robust to inform on issues identified. Generate reports on the findings.
  • Utilise customer satisfaction results and use the voiceof the customer to improve service.
  • Satisfy our customers by delivering a highlevel customer focused service.
  • Provide informal advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customerconfidence.
  • Regularly update the relevant IT systems and databases to ensure that records of complaints, expressions of dissatisfaction and MP/Councillors enquiries are accurate and upto date and provide a clear audit trail.

Profile
As Corporate Complaints & Insight Officer, you will have:

  • Experience of working within a complaint's environment
  • A wealth of experience about how to delight customers and manage expectations.
  • A commitment to social housing.
  • A 'cando' attitude and solutionsdriven, innovative approach that has successfully modernised services.
  • A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
  • Be confident with strong communication skills, and excellent written skills
  • An understanding of how to manage difficult conversations face to face and by telephone

Job Offer

  • Immediate start
  • Hybrid working
  • Weekly pay


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