Complaints Officer

2 weeks ago

Sale, United Kingdom Venn Group Full time

Complaints Officer

Venn Group are currently partnered with a large Housing Trust in the Sale area who urgently require an interim fulltime Complaints Officer.

The key responsibilities are
- You will be responsible for effectively reviewing, investigating, and responding to Stage 2 complaints in line with the new Housing Ombudsman Complaint Handling Code.
- You will be an effective communication skills, both verbal and written and out the box thinking to produce excellent responses to escalated cases.
- In this role, you will balance your time speaking with customers over the telephone to understand why they have requested their complaints to be escalated. You will conduct thorough and completely impartial investigations of each case and produce excellent written outcomes, and at times, compensation for the escalated cases.
- The aim is to provide the customer with a satisfactory resolution and/ or signpost them through the correct escalation procedure i.e. the Housing Ombudsman Service.
- The main skill sets are:

- You’ll be expected to manage own case load and conduct impartial investigations and/or review stage 1 decisions.
- Working within response deadlines.
- Ensuring information is documented, and systems are updated.

Please note the role is 1 day a week on site.

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