Customer Relations Officer Stage 2 Reviewer

3 weeks ago

London, United Kingdom L&Q Full time

**Contract Type: 12 month fixed term contract**

**Hours: Full time, 35 hours**

**Work Patterns: 8am - 4pm & 9am - 5pm**

**Persona: Agile, 20-40% of the time in the office, 3-4 days at home**

**Office location: Cray House, Sidcup or West Ham Lane, Stratford**
**Salary: £28,553 per annum**

***
**Interviews will be held on 1st March 2023 via Microsoft Teams.**

Our Customer Relations team is expanding and we have some great opportunities for customer service professionals wanting to make a real difference

We continually strive to provide a first class service to our customers and are equally committed in making the right decisions with complaints. With the Housing Ombudsman Complaint Handling Code we must ensure we comply with the code and this role is an opportunity to develop skills you already have and review all Stage 2 complaint escalations, impartially, thinking outside of the box and producing excellent responses to escalated cases.

As Customer Relations Officer - Stage 2 Reviewer you will balance the majority of your time speaking with customers over the phone to understand why they have requested their complaint to be escalated. You will conduct thorough and completely impartial investigations of each case and produce excellent written outcomes for the escalated cases.

To be successful in this role, you will need to be caring, understanding, empathetic and be able to produce letters to a very high standard including a full review of your investigation. Providing the customer with an outcome that either closes the complaint and refers them to the Housing Ombudsman Service alternatively referring the customer back to the original business area with further actions to be progressed including a contact and form of timeline for events to progress.

To be successful in the role you need have a confident approach in reviewing escalated cases, as you will need to challenge decisions that may have already been agreed from other business areas therefore. Therefore strong and effective communication skills are essential

At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.

**Our commitments**:
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the South East.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.

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