Corporate Complaints

2 weeks ago

North London, United Kingdom MMP Consultancy Full time

MMP Consultancy are looking to recruit a Corporate Complaints & Insight Coordinator on a permanent basis working for a housing association based in Camden.

This role is central to the seamless management and delivery of the overall complaints & insight function. As brand ambassador for the team, you will work with the customers, internal & external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement.

This will be a temporary position paying £20.65 per hour.

**Responsibilities**:

- Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures
- Act as Business Champion supporting our internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution
- Proactively work with our internal and external stakeholders to prevent informal complaint escalation
- Carry out peer reviews and scrutiny of complaints case handling to ensure it meets with our regulatory and statutory requirements
- Coordination and facilitation of Housing Ombudsman referral packs in line with complaint handling code requirements
- Challenge and escalate concerns identified in relation to poor complaint case handling
- Day to day handling of complaints and supporting complainants through the complaints process customer first
- Work with staff across all services to focus on getting the right solution first time for our customers and delivering high levels of satisfaction.
- Ensure all front-line teams understand how to prevent dissatisfaction and what to do to put things right.
- Maintain an up-to-date understanding of handling complaints and improving satisfaction and use this to delight customers at every interaction.
- Use customer insight reports, complaints, audits and other statistics to shape and deliver best performance for you and your team.
- Support better ways of working that drive efficiency, promote excellence and ensure value for money
- Engage in a culture of developing innovative solutions and services that enhance our business, deliver on value for money and reflect our values.
- Provide effective business partnering support to investigating managers to ensure thorough and robust investigations and responses of complaints
- Create and enhance internal collaboration ensuring a high level of performance is maintained and targets met

Skills & Abilities:

- Experience of working within a complaint's environment
- A wealth of experience about how to delight customers and manage expectations.
- A commitment to social housing.
- A 'can-do' attitude and solutions-driven, innovative approach that has successfully modernised services.
- A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
- Be confident with strong communication skills, and excellent written skills
- An understanding of how to manage difficult conversations face to face and by telephone
- Experience of carrying out research and presenting written arguments in a concise but compelling way.

Title: Corporate Complaints & Insight Coordinator

Location: Camden

**Salary**: £20.65 Umbrella

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