Complaints Officer

2 weeks ago

Birmingham, United Kingdom Reliance Social Housing CIC Full time

_Complaints Officer _
A great opportunity for an experienced individual looking to be involved in a successful growing social housing business which is very focused on ‘’making a difference’’.

**Our Organisation**:
Reliance Social Housing C.I.C (RSH) is a not-for-profit registered provider of social housing, regulated by Homes England. Registered in 2018, reliance has expanded and innovated, providing both temporary and general needs accommodation.

**The Role**:
**Reporting to the Tenant Support Manager of Reliance Social Housing. You will have responsibility for assisting in the efficient administration of the complaints department on a full-time time basis (37.5 hours per week).**

Main Duties
- Providing a high-quality service, via telephone, when diligently and impartially investigating claims, and implementing a resolution
- Ensuring all complaints are solved in compliance with the company principles.
- To answer complaints swiftly and professionally, escalating them when appropriate
- Complete quarterly complaint reviews on all housing providers taking a variety of approaches to get a holistic view of the complaints being raised.
- Update reporting mechanisms to monitor the overall compliance of housing providers in relation to complaints.
- Answer any questions and queries from all stakeholders.
- Tailors’ communication method and style to ensure the complaint feels comfortable in sharing information.
- Uses plain language and avoids jargon.
- Is articulate and communicates promptly and clearly.
- Listens actively and checks for clarification and mutual understanding.
- Shows respect and empathy for others viewpoint.
- Expresses disagreement or challenges views calmly, constructively, and tactfully
- Works hard to build and maintain networks that provide mutual benefit and support

Person specification
- Excellent time management skills
- Exceptional interpersonal and communication skills
- Able to work under their own initiative
- Experience in customer service
- Experience in working with complex needs individuals
- Good organisational skills
- Able to use Microsoft office products to a high standard
- Report writing is essential
- Have good interpersonal skills and can build rapport with multiple agencies

**You**
- We are looking for a hardworking and confidential team player who can grow in this role. You are like to have the following key attributes:

- Attention to detail combined with the ability to communicate accurately and clearly.
- Strong data entry skills.
- Good understanding and practical working knowledge of Microsoft Office.
- Knowledge of Google Drive / Calendar.
- Competent with I.T. systems
- Motivated team player with excellent interpersonal skills critical in a ‘people’ business

**Experience**:

- 1 year in customer service/ complaints experience
- Microsoft Office: 1 years (required)

**The Reward**:
We strive to be an excellent employer, providing demanding objectives within a supportive, open, and honest culture.

For the right individual we have flexible conditions of employment and good opportunities for further training, development, and career progression.

**How to Apply**:
**Salary**: £23,000.00-£26,000.00 per year

**Benefits**:

- Bereavement leave
- Company pension
- Flexitime
- On-site gym
- On-site parking

Schedule:

- Flexitime

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Birmingham, B7 4LZ: reliably commute or plan to relocate before starting work (required)

**Education**:

- Certificate of Higher Education (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

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