Customer Complaints Officer

3 months ago

London, United Kingdom Sage Homes Full time

**Customer Complaints Officer - Multiple opportunities**

**Hybrid working involving three days a week in our Covent Garden office**

**£34,000 - £38,000 depending on experience**

**Monday to Friday - 9.00am to 5.30pm**

As a Customer Complaints Investigator at Sage Homes, the largest provider of new affordable homes in England, you will be responsible for assisting the Complaints Manager with the feedback and complaints processes and continuously improve the service we offer to customers.

This is a hands-on role, where you will work closely with colleagues and act as our main point of contact for feedback and complaints, assisting the Complaints Manager to provide a complaints service that is second to none. You will assist with the feedback process from start to finish, including liaising with the complaint owners to ensure response times are met, assist with reports on statistics, recommend service improvements and working with complaint owners and stakeholders to ensure that customers' needs are met.

**This is a hybrid working opportunity, involving three days a week in our Covent Garden office.**

**Key duties include**:

- Administration and processing of expressions of dissatisfaction, complaints and Member's enquiries in a timely manner.
- Conduct investigations into complaints and respond to complaints and Members Enquiries
- Assist the CSM with training in complaints handling
- Respond to enquiries from the Local Government and Social Care Ombudsman, Housing Ombudsman and New Homes Ombudsman
- Use relevant IT and CRM systems, including Microsoft Dynamics, Outlook, Excel, PowerBI, PowerPoint, Word, SharePoint, OneDrive and Teams.
- Assist the CSM with the accurate recording, tracking, monitoring, reporting and analysis of feedback and complaints.
- Liaising with Sage colleagues and stakeholders to ensure complaints, Member's enquiries and general enquiries are responded to in a timely manner.
- Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
- Embed a culture of customer first, can-do attitudes, collaboration and positivity.
- Deliver a customer-focused and proactive service to customers ensuring Sage's service standards, principles, policies and procedures are adhered to by internal/ external partners.
- Maintain confidentiality and observe data protection guidelines in line with GDPR

**Your Benefits**

We offer a wide range of benefits in return for your dedication and passion. They include:

- Competitive salary and bonus
- 25 days holiday (not including bank holidays with an extra day for every year’s service (up to 30 days)
- A health cash plan to help you pay for the cost of routine healthcare such as going to the dentist, opticians or the physio
- A workplace pension scheme, matching personal contributions up to 5%. You’ll also receive life assurance for four times your annual salary
- Free, confidential one-to-one counselling (online) with qualified therapists, counsellors, life and career coaches via the MyndUp platform
- Cycle to Work scheme: letting you save 26-40% on a bicycle and accessories. You pay nothing up front and the payments are taken (before tax) from your salary monthly
- A great social life with regular events and parties
- Free fruit and vegetables delivered to your home
- Full access to Perkbox with free and discounted deals all year round

**About you**
- Experience of working in a regulated organisation and managing complaints investigations is essential
- A background in housing is desirable but complaints experience in financial services, legal, utilities or similar are equally of interest
- Knowledge of the Housing Ombudsman (or another regulatory body/ombudsman) complaint handling code and good practice
- Experience of managing a complaints caseload and using complaints systems and processes
- Excellent communicator and have experience in communicating and negotiating with internal and external partners verbally and in writing
- Ability to act efficiently and proactively; and make effective decisions within defined decision-making processes
- Organised and able to self-manage; motivated by own workload, priorities and deadlines
- Problem solving and negotiation skills
- Have a natural customer focus, a can-do attitude and is a champion for the customer
- Confident and tenacious; resilient and hard-working

**Get the career you want**

At Sage Homes, we want you to have the best career you can. You’ll be supported and guided at every stage as well as having access to exciting learning and development opportunities as you grow.

We truly care about the outcomes we deliver; creating safe and environmentally friendly places for people to flourish. Sage Homes is a fast-paced and supportive environment where ambitious and proactive individuals thrive.

IND

**Job Types**: Full-time, Permanent

**Salary**: £34,000.00-£38,000.00 per year

**Benefits**:

- Additional leave
- Com

  • Customer Complaints Officer

    4 months ago

    London, United Kingdom Bridge of Hope Full time

    Looking for an experienced Complaints Officer based at Hammersmith but will need to travel to King's Cross office as well if needed, who will help us to deliver on our Residents Promise. In this role you'll be instrumental in improving satisfaction, specifically complaints experience and play a key role in facilitating to deliver an excellent complaint...

  • Complaints Officer

    5 months ago

    London, United Kingdom Akton Recruitment Full time

    **Complaints Officer** **Westminster - Hybrid** **Key Responsibilities** Working within the housing customer services directorate overseeing complaints and member enquires this role will support the Complaints Team Manager to develop a strong customer relations centre and take a leading role for creating stronger communication delivery with our residents,...

  • Customer Relations Officer; Complaints

    4 months ago

    London, United Kingdom Origin Housing Full time

    **Customer Relations Officer; Complaints** **£41,591pa** **Origin - Great homes, positive people and strong communities** **An inspiring past and a bright future** A home is the essential foundation for a good quality of life, so what we do every day really matters to the wellbeing of our communities. Here at Origin, we trace our roots back 100 years,...

  • Complaints Officer

    4 months ago

    London, United Kingdom Tempting Recruitment Full time

    Tempting Recruitment are working alongside our client, a Housing Association, who are looking to recruit an experienced Complaints Officer to join their team based in the London area. **JOB DETAILS** - PAY RATE: £24.73 per hour Umbrella - WORK TYPE: Temporary - WORK PATTERN: Full Time - LOCATION: London **JOB SUMMARY** A key role within the Policy and...

  • Complaints Officer

    7 days ago

    London, United Kingdom Tower Hamlets Community Housing Full time

    Complaints Officer London, Tower Hamlets (Hybrid Working) Salary: £35,000 Permanent, Full Time About THCH When you become a part of THCH, you have the opportunity to contribute to work that goes beyond bricks and mortar - work that changes lives and creates lasting impact. By offering local, sustainable, and affordable services delivered by talented...

  • Complaint Officer

    5 days ago

    London, United Kingdom Funding Circle UK Full time

    Complaint Officer We are looking for a Complaint Officer in our Business Support team. At Funding Circle, our Complaints Team plays a vital role in ensuring that all customer complaints—whether from Investors or Borrowers—are handled fairly, promptly, and in line with regulatory requirements. Please note, the minimum expectation for office...

  • Complaints Officer

    4 months ago

    London, United Kingdom Zopa Limited Full time

    **Our Story** **Hello there. We’re Zopa.** - We began our journey in 2005 with the drive to deliver customer-first financial products. Fast forward to 2020, we shifted gears and became a digital bank, leveraging our customer knowledge, money expertise and technical agility to forge ahead. Our diverse team is united by a mission to create simple, fair and...

  • Complaints Officer

    6 months ago

    London, United Kingdom Venn Group Full time

    **New Opportunity - Complaints Officer** Venn Group is working with an NHS organisation to recruit for a Complaints Officer. The successful post holder will be responsible for ensuring the delivery of a quality complaints and concerns service for the Trust. **Duties**: - Call handling complaints as the first point of contact for the department - Ensure...

  • Complaints Officer

    3 days ago

    London, United Kingdom Tower Hamlets Community Housing Full time

    Complaints Officer London, Tower Hamlets (Hybrid Working) Salary: £35,000 Permanent, Full Time About THCH When you become a part of THCH, you have the opportunity to contribute to work that goes beyond bricks and mortar - work that changes lives and creates lasting impact. By offering local, sustainable, and affordable services delivered by talented...

  • Complaints Officer

    3 weeks ago

    London, United Kingdom Office for Environmental Protection Full time

    Job summaryWe are looking for a Complaints Officer to join the Regulatory team and manage a portfolio of complaints and enquiries, supporting the OEP�s regulatory function to assess and investigate allegations of non-compliance with environmental law.�The Office for Environmental Protection (the OEP) mission is to protect and recover the environment....

  • Complaints Officer

    3 months ago

    London, United Kingdom GCS Recruitment Specialists Ltd Full time

    Are you in search of a temporary yet fulfilling role? Look no further! We're thrilled to offer an exciting position for our client based in **Barnet **who are looking to appoint a **Complaints Officer **for the 3 months ongoing, at the rate of £25.17 per hour umbrella Job responsibilities Key accountabilities/duties/responsibilities: Advise, promote and...

  • Principal Complaints Officer

    3 days ago

    London, Greater London, United Kingdom Novax Recruitment Full time

    Job Title: Principal Complaints OfficerLocation: IslingtonContract Type: Full TimeRate: £300 per dayJob Summary:We are seeking a skilled Principal Complaints Officer to join our team at Novax Recruitment. As a Principal Complaints Officer, you will be responsible for managing and responding to complaints, ensuring timely resolutions and providing excellent...

  • Principal Complaints Officer

    2 days ago

    London, Greater London, United Kingdom Novax Recruitment Full time

    Job Title: Principal Complaints OfficerLocation: IslingtonContract Type: Full TimeRate: £300 per dayJob Summary:We are seeking a skilled Principal Complaints Officer to join our team at Novax Recruitment. As a Principal Complaints Officer, you will be responsible for managing and responding to complaints, ensuring timely resolutions and providing excellent...

  • Complaints Officer

    4 months ago

    London, United Kingdom Edenvale Recruitment Full time

    **Role: Property Services Complaints Officer** **Location: Camden - Hybrid** **Hours: 35 per week Mon-Fri** **Salary: Up to £32k pa** **Duties and responsibilities include but are not limited to**: - Proactively manage your own caseload of complaints. - Adhere to internal stage 1 complaints processes. - Liaise with all relevant colleagues across the...

  • Principal Complaints Officer

    3 days ago

    London, United Kingdom Novax Recruitment Full time

    Principal Complaints OfficerIslington£300 per dayFull Time Contract Novax Recruitment is actively seeking a Principal Complaints Officer based in Islington. This is a contract role working full time hours. The job: To manage and respond to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring the...

  • Complaints Officer

    1 week ago

    London, United Kingdom Tower Hamlets Community Housing Full time

    Permanent, 37.5 hours  About THCH When you become a part of THCH, you have the opportunity to contribute to work that goes beyond bricks and mortar – work that changes lives and creates lasting impact. By offering local, sustainable, and affordable services delivered by talented people, we create places people are proud to call home. If you are...

  • Principal Complaints Officer

    3 days ago

    London, Greater London, United Kingdom Vox Network Consultants Full time

    Job Title: Principal Complaints OfficerVox Network Consultants is seeking a highly skilled Principal Complaints Officer to join our team in North London. As a key member of our organization, you will play a crucial role in ensuring the highest standards of customer service and complaint resolution.Key Responsibilities:Monitor and respond to customer...

  • Principal Complaints Officer

    2 days ago

    London, Greater London, United Kingdom Vox Network Consultants Full time

    Job Title: Principal Complaints OfficerVox Network Consultants is seeking a highly skilled Principal Complaints Officer to join our team in North London. As a key member of our organization, you will play a crucial role in ensuring the highest standards of customer service and complaint resolution.Key Responsibilities:Monitor and respond to customer...

  • Complaints Resolution Officer

    5 months ago

    London, United Kingdom Akton Recruitment Full time

    **Complaints Resolution Officer** **Newham** **Job Role** To be responsible for dealing effectively with the corporate complaints, Members enquiries and Ombudsman enquiries. To work as part of a team to deliver high quality responses to customers complaints and enquiries. To develop and maintain good relations with service areas and partner...

  • Principal Complaints Officer

    17 hours ago

    London, Greater London, United Kingdom CRA GROUP LIMITED Full time

    Job Summary:We are seeking a highly skilled and experienced Complaints Officer to join our team at CRA GROUP LIMITED. The successful candidate will be responsible for managing and responding to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring the target timescales are met and appropriate...