Complaints Officer

If you’re passionate about customer service, able to develop effective working relationships and good at problem solving and letter writing this is the role for you.

**What you’ll be doing**

Even with the best will in the world, sometimes things go wrong. If they do we’d like to know so we can put matters right and learn from any mistakes.

Complaints Officers work in a centralised team ensuring complaints are managed in line with our complaints policy and procedure

You’ll be a central point of contact for our customers and will provide a great service to both customers and colleagues to reach a complaint resolution. You’ll be responsible for assessing complaints and resolving these, working with an investigating manager to support complaint resolution.

You’ll keep customers updated both verbally and in writing and provide guidance and support to investigating managers.

We’re a member of the Housing Ombudsman Scheme and we’re committed to its Complaint Handling Code. This means customers can be reassured that if we can’t resolve their complaint there’s an independent body who can assess this for them, and you will support this by preparing the cases for investigation.

The role is varied and rewarding, supporting Aster to identify learning from complaints, to improve the services we provide.

**About you**

You will be educated to Grade A-C GCSE Standard (or equivalent), including English.

You will have a flexible working approach with previous experience of dealing with customer complaints/concerns and be able to quickly develop effective working relationships.

You will have experience of being able to work under pressure, with excellent oral and written communication skills, dealing sensitively with challenging situations and individuals with varying needs. With a creative approach to problem solving and being able to influence or negotiate decision making, you will be passionate about trying to reach a complaint resolution whilst identifying learning opportunities to improve the services we provide.

You'll also be adept at accurate record keeping and data entry and be able to make decisions and recommendations, assessing risk and opportunities, with an eye for detail and the ability to accurately collate and present the key information.

This is a hybrid working role so having a full UK driving licence and access to a vehicle to travel to office locations is required. Our operating regions cover Hampshire, Wiltshire, Somerset, Dorset, Devon, Cornwall and London

**What’s in it for me**

We invest in our colleagues because we know if they have a better day at work, the service our customers receive will be better. The Aster Offer is our offer to our colleagues to ensure they have a great day at work and includes things like:

- Flexible working - whilst some roles need to be carried out in a specific place at a specific time, where possible we encourage our colleagues to work to their own schedule at a location that suits them, their team and our business’ needs
- A focus on colleague wellbeing - workshops, an employee assistance programme offering counselling and support, mental health training and a health cash plan
- We invest in colleagues’ careers and development through our leader and colleague development frameworks
- Defined Contribution Pension and attached life assurance
- Volunteering hours available to all colleagues to enable them to give back
- Savings at cinemas, gyms, holidays, days out, various shops and eateries and lots more
- Enhanced leave
- We celebrate colleagues who go above and beyond with a range of personalised recognition initiatives, and monthly and annual awards.

**Ready to apply?**

To apply, please use information provided in the advert and role profile to let us know why you’d be good for the job. Please submit a copy of your up-to-date CV along with a supporting statement.

We create an inclusive workplace that promotes and values diversity and believe that creating an environment where everyone, from any background, can do their best work is the right thing to do.