Senior Homes Complaints Officer

5 days ago

Nationwide, United Kingdom Stonewater Full time
6 Months Fixed Term Contract
Here at Stonewater, we’re proud to make things personal. If it matters to our customers, it matters to us. We’re recruiting two Senior Homes Complaints Officers, to join us on an initial 6 months fixed term contract, with the potential for the term to be extended.
Working within our Customer Relations Team, this role has responsibility for the investigation and resolution of complex stage two received in connection to our repairs and planned investment services. Critically, you’ll have a strong understanding of social housing providers’ repairs obligations and experience of resolving complaints in line with the Housing Ombudsman Service’s Complaint Handling Code.
In this role, you’ll investigate our customers’ stage two repairs complaints. Your passion for customer service will ensure you put our customers at the heart of your investigation, working hard to understand their concerns and how they’d like any problems to be resolved. You’ll then liaise directly with contracting partners, utilizing systems as well as building positive relationships, to identify service failure and to resolve any outstanding issues.
You will have a keen attention to detail and be a very effective communicator verbally and in writing, including drafting letters communicating complex responses to customers in a clear and easy to understand style. You’ll prioritise customer satisfaction, working to improve our customers’ experience of our complaints service. This will include working with our Homes service to identify and share learning from complaints, supporting service improvement.
The ideal candidate will:
* Have significant experience of complaint handling in social housing, including investigating and responding to complex stage two cases.
* Demonstrate an understanding of repair obligations for social housing providers, Housing Health Safety Rating System (HHSRA), Awaab’s Law, Legal Disrepair and Homes Fitness for Human Habitation Act and Tenant Satisfaction Measures
* Experience of critically analysing cases in order to negotiate with contractors and stakeholders as part of resolution
* Ability to constructively lead cross departmental and external meetings to present complex cases and solutions.
* Work collaboratively with colleagues across the Homes team and contracting partners to prioritise complaints within their own caseload, and the wider workflow, and act as a champion for complaint resolution.
* An ability to coach and upskill colleagues
* Excellent communication and written skills, utilising Stonewater’s ‘tone of voice’
* An ability to work in a very fast paced environment, managing competing priorities and deadlines
* Commitment to customer service and Stonewater’s Customer Promise
* Ability to use and interrogate housing and repairs management systems, CRM and other IT systems to inform and fully document complaint investigations
* Have experience in dealing with complaints about equality, diversity and inclusion
* Experience of peer reviews and delivering feedback and coaching
Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.
Discover Stonewater:
Stonewater is a leading housing provider. We manage around 36,000 homes, serving 78,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.
Our mission is to provide quality homes and services for people whose needs are not met by the open market.
We’re looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.
Stonewater supports equality of opportunities and are dedicated to being a diverse, inclusive, and supportive workplace. We are a Disability Confident employer.
Are you ready to #DiscoverStonewater?
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date

  • Customer Complaints Officer

    2 weeks ago

    Nationwide, United Kingdom Stonewater Full time

    12 Month Fixed Term ContractHere at Stonewater, we are now looking for a Customer Complaints Officer to join our Customer Relations Team, which delivers our customer complaints service.As our Customer Complaints Officer, you will work with customers, colleagues and contractors to respond to complaints. You’ll use your listening and communication skills to...

  • Administrative Officer

    4 weeks ago

    Nationwide, United Kingdom AKTON Resourcing Ltd Full time

    Administrative Officer - Complaints Westminster I am recruiting for a local authority who is looking for a administrative Officer to work in the Complaints Team, you'll report to the Complaints Team Manager, based in the Council's offices, for a minimum of three days per week. Your role within the Complaints Team will involve handling various...

  • Customer Complaints Officer

    4 weeks ago

    Nationwide, United Kingdom Stonewater Full time

    Here at Stonewater, we are now looking for a Customer Complaints Officer - HOS to join our Customer Relations Team, which delivers our customer complaints service and manages our relationship with the Housing Ombudsman Service (HOS)As our Customer Complaints Officer -HOS, you will be crucial in helping us to us to improve the customer experience for all of...

  • Housing Officer

    4 weeks ago

    Nationwide, United Kingdom G2 Recruitment Group Limited Full time

    Housing Officer - South Coast - 6 months minimum - Hybrid If you are looking for your next role and think this may be of interest for yourself, please see the requirements below.Your responsibilities will be as follows:Support ASB complainants throughout the processing of their complaint. Effective monitoring and recovery of arrears of rent, following the...

  • Housing Officer

    4 weeks ago

    Nationwide, United Kingdom G2 Recruitment Group Limited Full time

    Housing Officer - South Coast - 6 months minimum - Hybrid If you are looking for your next role and think this may be of interest for yourself, please see the requirements below. Your responsibilities will be as follows: Support ASB complainants throughout the processing of their complaint. Effective monitoring and recovery of arrears of rent,...

  • Senior Planning Officer

    2 weeks ago

    Nationwide, United Kingdom Carrington West Full time

    Senior Planning Officer - Development Management South West £35-45p/h   Initial 3 month   Job Ref - 51726   The client is looking for an experienced Senior Planning Officer who is comfrotbale dealing with complex minor applications and can attend the office once a week.   Role Specific ·Office presences is once a week. ·37 hours per week...

  • Senior Planning Officer

    2 weeks ago

    Nationwide, United Kingdom Carrington West Full time

    Senior Planning Officer - Development Management South West £35-45p/h   Initial 3 month   Job Ref - 51726   The client is looking for an experienced Senior Planning Officer who is comfrotbale dealing with complex minor applications and can attend the office once a week.   Role Specific ·Office presences is once a week. ·37 hours per week   ·Hourly...

  • Housing Officer

    2 weeks ago

    Nationwide, United Kingdom G2 Recruitment Group Limited Full time

    Housing Officer - South Coast - 6 months minimum - Hybrid If you're on the lookout for your next opportunity, take a peek at the requirements below. Your responsibilities will include: Supporting ASB complainants through the complaint process. Monitoring and recovering rent arrears effectively, following the agreed procedure. Collaborating with...

  • Healthy Homes Manager

    2 weeks ago

    Nationwide, United Kingdom Andersen James Group Ltd Full time

    The Company: One of the UK's leading not-for-profit providers of housing and care services for older people manages an extensive portfolio catering to the varied needs of those aged 55 and over. With a nationwide presence spanning nearly 1,700 sites across 85% of local councils in England, this organisation is dedicated to creating vibrant communities...

  • Healthy Homes Manager

    2 weeks ago

    Nationwide, United Kingdom Andersen James Group Ltd Full time

    The Company: One of the UK's leading not-for-profit providers of housing and care services for older people manages an extensive portfolio catering to the varied needs of those aged 55 and over. With a nationwide presence spanning nearly 1,700 sites across 85% of local councils in England, this organisation is dedicated to creating vibrant communities that...

  • Resident Liaison Officer

    3 weeks ago

    Nationwide, United Kingdom Blayze Group Full time

    Role: Resident Liaison Officer (RLO) Line Manager: Resident Liaison Manager (RLM) Term: 18-month Fixed Term Contract Salary: £40,000 + Benefits (including travel expenses/mileage to site) About the client Under the Self Remediation Contract with the Department of Levelling Up, Housing and Communities (DLUHC), my client is committed to engaging with...

  • Resident Liaison Officer

    2 weeks ago

    Nationwide, United Kingdom Blayze Group Full time

    Role: Resident Liaison Officer (RLO)Line Manager: Resident Liaison Manager (RLM)Term: 18-month Fixed Term ContractSalary: £40,000 + Benefits (including travel expenses/mileage to site)About the clientUnder the Self Remediation Contract with the Department of Levelling Up, Housing and Communities (DLUHC), my client is committed to engaging with residents...

  • Property Investment Manager

    4 weeks ago

    Nationwide, United Kingdom GreatWell Homes Full time

    Property Investment Manager£57,173.00Remote working with an option to book a desk in our Wellingborough officePermanentWe are seeking an asset professional to manage our Property Investment team. You’ll bring your experience of managing asset investment projects to develop, plan and deliver capital asset investment programmes, ensuring operational...

  • Quality Surveyors South Region UK

    2 months ago

    Nationwide, United Kingdom Resourcing Partnership Ltd Full time

    TWO POSITIONS Area Covered: South of the UK – From Birmingham South & North of the UK - North of Birmingham Overview: * To carry out customer site surveys using root cause analysis in relation to complaints from customers. * Report findings and recommendations to the TQC Manager following each visit. * Provide a consistent level of quality...

  • Private Sector Housing Officer

    3 weeks ago

    Nationwide, United Kingdom Vivid Resourcing Ltd Full time

    I am working with one of our long lasting clients in the Public Sector who are looking for an Interim Private Sector Housing Officer to join the local authority. The role is very straight forward: - Reactive work - HMOs - HHSRS - Complaints (potentially, but will get full confirmation on this if it's a deal breaker) They are looking for someone...

  • Customer Support Analyst

    3 weeks ago

    Nationwide, United Kingdom Data Careers Ltd Full time

    Role: Customer Support Analyst Location: Home / Sheffield (Hybrid) Salary: £25-30,000 plus benefits We are looking to recruit a Support Analyst to provide helpdesk support, platform configuration and other services to our customers. Responsibilities: First and second line support responsibility, ensuring that the customer's issues are clearly...

  • Private Sector Housing Officer

    4 weeks ago

    Nationwide, United Kingdom Vivid Resourcing Ltd Full time

    I am working with one of our long lasting clients in the Public Sector who are looking for an Interim Private Sector Housing Officer to join the local authority.The role is very straight forward:- Reactive work- HMOs - HHSRS- Complaints (potentially, but will get full confirmation on this if it's a deal breaker)They are looking for someone experienced in the...

  • Quality Surveyors South Region UK

    2 months ago

    Nationwide, United Kingdom Resourcing Partnership Ltd Full time

    TWO POSITIONSArea Covered: South of the UK – From Birmingham South & North of the UK - North of BirminghamOverview: * To carry out customer site surveys using root cause analysis in relation to complaints from customers. * Report findings and recommendations to the TQC Manager following each visit. * Provide a consistent level of quality support, meeting...

  • Customer Service Advisor

    2 weeks ago

    Nationwide, United Kingdom JOB Consultancy Full time

    Portuguese Customer Service Advisor Up to £25,000 Basic Hybrid, Office or Remote working options Monday – Friday Hours, Shifts are between 8am–6pm on a Rota Working for a great client, we require a Customer Service Advisor who can converse with customers in both English and Portuguese. The main purpose of this role is to ensure that Accident Claims...

  • Customer Support Analyst

    2 weeks ago

    Nationwide, United Kingdom Data Careers Ltd Full time

    Role: Customer Support AnalystLocation: Home / Sheffield (Hybrid)Salary: £25-30,000 plus benefitsWe are looking to recruit a Support Analyst to provide helpdesk support, platform configuration and other services to our customers.Responsibilities:First and second line support responsibility, ensuring that the customer's issues are clearly understood.Where...