Complaints Specialist

1 week ago

Leicester, Leicester, United Kingdom PA Housing Full time

So what's the role all about?
We are looking for an experienced Complaints Specialist to join us on a fixed term contract, running until 26th August 2024

You will be providing a comprehensive, positive and effective complaint handling and resolution service to our customers.

Working closely with internal and external stakeholders to investigate, resolve issues, and provide satisfactory outcomes for PA Housing customers, MPs and the Housing Ombudsman Service.

Promoting the work of the Customer Experience team across the organisation, in order to support the development and delivery of brilliant services to our customers, embedding policies and procedures within our remit, across the day-to-day activities.


We are happy to offer hybrid working with this role; You will be required to be in the office for around 2/3 days per week with the rest being from home, however please bear in mind we may need you to be in the office more within your probation and training.

It's important to us that you feel fully ready and confident in the role before working from home. Of course if you'd prefer to be in the office more, then that is completely fine with us too

Your responsibilities...

  • Manage and investigate the high volume of often complex customer complaints (across multiple communication channels), that arise daily, ensuring they are correctly assessed, logged, risk assessed and prioritised, researched, the right questions asked of the business
  • Collate everything found to get to the root cause of the individual complaint and to provide solutions and decisions to the customer regarding their complaints.
  • Take ownership of customer, MP and Housing Ombudsman Service complaints, resolving them to agreed timescales.
  • To actively represent the customer throughout PA Housing, sharing feedback on trends, lessons learnt to ensure continuous improvements
  • Maintain electronic databases of communications information requests, service enquiries and complaints, delivering accurate information to customers and reports to the business
  • Update the complainant on progress with their case and ensure their wishes are recorded and fed into any decision on how to progress the case and respond to the complaint
  • Encourage feedback on services provided and recognise the changing needs of the service
  • To meet regulatory requirements and uphold Service Level Agreements in place to acknowledge, investigate and respond to concerns, and share intelligence about complaints to help the business identify potential trends, themes and causes of complaints, wherever possible
  • Prepare and compose clear, professional and persuasive communications adapting to the audience, proof reading copy to check for accuracy and that a full response is provided
  • We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._
  • Experience of using a variety of case management systems to monitor and update customer complaints and enquiries
  • Experience of working in a regulatory environment
  • Experience of handling executive and/or the most sensitive customer complaints
  • Experience in a customer facing role that involved working directly with customers and internal colleagues to resolve complaints, by phone, in person and in writing
  • Knowledge of formal letter writing & response to complaints
  • Good written, grammar and spelling skills
**AGENCIES: We know where you are if we need your support so please do not contact us.

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