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Complaints Officer

3 months ago

Birmingham, United Kingdom Baird And Co Recruitment Ltd Full time

Baird and Co Recruitment, a specialist Social Housing recruitment firm, are currently for a Complaints Officer for a Social Housing provider in Birmingham. These are permanent opportunities.

Starting asap, the role is full-time, working Monday to Friday (Apply online only) with two days from home. The Complaints Officer role will take responsibility for a wide range of Social Housing complaints, ensuring the accurate and timely recording of customer complaints as they come into the organisation, in line with policy, procedures and performance measures.

Previous experience in Complaints is absolutely essential for this post. Any experience in regulation would also be advantageous, as would working knowledge of letter writing.

The Complaints Officer will be expected to:

* Manage and investigate often complex customer complaints (across multiple communication channels), ensuring they are correctly assessed, logged, risk assessed and prioritised

* Take ownership of complaints, resolving them to agreed timescales

* Respond to tenants in writing via email and letter and via the phone to ensure customers are satisfied with the resolutions offered

* Provide informal advice and assistance on complaints to customers to resolve these and ensure customer confidence

* Investigate and respond to complaints in accordance with complaint handling code

* Utilise customer satisfaction results and customer surveys to drive continuous improvements to services

* Regularly update IT systems and databases to ensure that records of complaints, expressions of dissatisfaction and enquiries are accurate and up-to date

* Challenge and escalate concerns identified in relation to poor complaint case handling

The below is essential to secure the Complaints Officer position:

* Previous experience in regulatory complaints

* Strong written communication skills

* A calm and patient manner

If interested, want to discuss other Complaints Officer roles or are looking at other Social Housing positions, please get in touch with Matt Baird