Complaints and Escalation Officer

3 months ago

Gainsborough, United Kingdom Acis Group Full time

Job Advert

**Who are Acis Group?**

We began as a social landlord providing homes in West Lindsey. Now we provide over 7,000 affordable homes across the East Midlands, Yorkshire and the Humber. Our homes include ones for affordable rent, Shared Ownership, people aged 55 and over and supported housing - but now, we do so much more. We take our roles in our customer’s lives seriously, putting them first in everything we do. And as part of that we’ve grown to provide wider services to truly support the communities in which we work.

In addition, there are over 4,000 learners a year are supported in local communities stretching from Sheffield to Mablethorpe - with everything from entry level qualifications, arts and wellbeing courses through to employability support to help people fulfil their potential. This is through Riverside Training, our employment and skills team, and CLIP, an education provider.

Your role is all about actively promoting a positive culture around complaints and supporting our Customer Contact Centre. We want you to actively monitor performance in these areas and take the action needed to pre-empt issues to ensure we deliver excellent services to customers. The role is about identifying the learning we need to make and holding us to account for making the changes we need. This post is all about ensuring the delivery of an excellent customer experience that is rooted in our values and principles, known as the Acis Way. It’s a varied role but one that is hugely rewarding and will make an impact for our customers and for Acis.

**As our Complaints and Escalation Officer, a typical day might include**:

- Supporting relevant teams in the handling of complaints from inception to resolution. The responsibility for dealing with a complaint will remain with the person it is assigned to;
- Actively reviewing reports on a daily basis to intervene as needed to achieve agreed performance targets on both customer feedback and Customer Contact Centre operations;
- Handling several escalated and challenging contacts from the Customer Contact Centre and following these through to conclusion;
- Delivering one to one coaching, including new starters or team training, on our expectations for customer service and complaints handling including systems usage, good practice and policy / procedural guidance;
- Supporting Customer Contact Centre performance, including the deployment of resources;
- Auditing closed complaints and report findings to support improvement in service delivery;
- Identifying learning, good practice and / or any insight from closed complaint cases. Working with relevant managers to enact learning and evaluate outcomes;
- Directly handling complaints where agreed;
- Working with our Performance Lead to provide management reporting on customer feedback;
- Ensuring we consistently meet all requirements set out in the Housing Ombudsman’s Complaint Handling Code as a good practice approach together with those set out in our Customer Feedback Policy;
- Working with our Legal and Governance team to prepare responses to Housing Ombudsman enquiries or to collate information for escalated complaints;
- Supporting the Customer Experience Manager as needed

**What a good Complaints and Escalation Manager looks like to us**:

- Ability to communicate clearly, concisely and positively
- Experience of using CRM
- Ability to use Excel spreadsheets to a good level.
- Excellent written communication skills including letter writing.
- Ability to plan and prioritise workload and cope with competing demands.
- Ability and experience of problem solving, using your initiative and finding solutions
- Experience of dealing with customers who may be upset and / or angry
- Have a nonjudgmental, approachable and calm approach to communicating with our diverse and vulnerable customers
- Experience of delivering training both to groups and on a 1-2-1 basis
- Experience of handling complaints, achieving positive outcomes and organisational learning
- Lots of energy and enthusiasm to drive positive change
- A ‘can do’ attitude - seeing every problem presented by a customer as an opportunity to resolve a difficultly and win that tenant over

**Being part of the Acis team, you’ll get**:

- Generous holiday entitlement - At least 25 days annual leave every year, plus bank holidays (pro rata)
- Enhanced pension contributions up to 10%
- The opportunity to undertake professional training, funded by us.
- Staff benefits with Paycare - A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more
- Benefits with Acis Perkz - a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out and much more
- Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers
- Long service awards for our loyal employees
- Cycle to

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