Complaints Triage and Service Recovery Officer

1 week ago


London, Greater London, United Kingdom Notting Hill Genesis Full time

Job Title: Complaint Triage and Service Recovery Officer at Notting Hill Genesis

  • At Notting Hill Genesis, we are dedicated to providing outstanding service to our residents. As one of the largest housing associations in London, we are looking for a proactive individual to join our Complaints Service team as a Complaint Triage and Service Recovery Officer.

Key Responsibilities:

  • Providing exceptional customer service by addressing customer concerns through various channels.
  • Responding to residents promptly and efficiently in a customer-friendly manner.
  • Implementing service recovery strategies to resolve dissatisfaction and rebuild trust.
  • Collaborating with internal teams to determine the best solution for escalated service requests.
  • Accurately documenting and storing all complaint paperwork with the CRM system.
  • Ensuring complaints are prioritized and categorized based on urgency, complexity, and impact.

Requirements:

  • Experience in customer service, complaint management, or service recovery.
  • Strong communication and interpersonal skills.
  • Familiarity with Customer Relationship Management (CRM) software.

Benefits:

  • Opportunities for professional growth within the organization.
  • Access to various learning resources to help you reach your full potential.
  • Benefits package includes annual leave, flexible working options, pension scheme, and more.
  • Employee assistance, health cash plan, staff discounts, and interest-free loans available.

About Notting Hill Genesis:

  • Notting Hill Genesis is a prominent not-for-profit organization offering affordable homes in London. With over 60,000 existing homes and a robust development pipeline, we are a key player in the housing sector.

Selection Process:

  • Step 1: Submit your application before the closing date.
  • Step 2: Successful candidates will be invited for assessment and interviews.

Note: Applications from all backgrounds are welcome as we prioritize diversity and inclusion. Visit our website to learn more about our commitment to equality and diversity.


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