Senior Complaint Officer
4 weeks ago
We’re proud to say our customers are at the heart of all we do, and one of our top priorities is hearing what they have to say, investigating what happened, learning what we can do better and making amends when we may not get something quite right. That’s where you come in.
We’re looking for new Senior Complaint Officer's to investigate final stage complaints (Stage 2), coming to a fair and objective decision which you feedback to customers, colleagues and stakeholders clearly and concisely.
An excellent communicator, you'll quickly build effective working relationships with other departments across Abri but also the Housing Ombudsman, contractors as well as local councils who you'll speak with both on the phone and in writing. Problem solving skills are also a must as not every complaint will be the same so the ability to get stuck in, investigate the issue at hand and identify effective solutions will be crucial.
You’ll act as an ambassador for Abri, championing our customer-first approach throughout the complaint journey and helping us continue to deliver a fantastic customer experience by not only putting things right, but getting to the root of where we can do better for our customers.
This role will be primarily focused on producing investigation packs, when requested by the Housing Ombudsman Service.
If this sounds like the opportunity you've been looking for and want to join a team as customer-focused and dynamic as you, we'd love to hear from you
Abri is a large housing provider who own and manage over 50,000 homes and various community assets, serving 114,000 customers. Silva Homes joined Abri in October 2023 making the group a financially stronger and more resilient organisation. To help deliver our services Abri work with 36 local authorities and 63 different parliamentary constituencies alongside partners in our community.
Silva will operate as a separate legal entity under the Abri Group umbrella before fully transferring in 2024.
We believe everyone has the right to a good quality safe, warm and sustainable home in a community where they can belong, grow and thrive. What does that look like in real terms?
We’re investing £689m over the next ten years in our existing homes to improve building safety and make them more energy efficient.
- We’re delivering 10,000 homes by 2030, ensuring affordable housing is built where it’s needed most
- We’re investing in our communities, to address local issues and create opportunities for everyone
As we grow, we’re re-establishing our strong local presence to provide a really good service. Abri has adopted a regional approach to service delivery, with our operating areas split into three, each with their local governance and leadership. This will ensure our colleagues are more visible, accountable and better connected to our customers and local communities to meet their diverse needs.
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