Complaints Investigator

3 months ago

London, United Kingdom A2Dominion Housing Group Ltd. Full time

**Complaints Investigator**

**Location: Ealing - Hybrid working**

**Salary: £32,978-35,000**

**Contract: 9-months FTC, Full time, 35 hours per week**

**About us**
We’re a UK housing association committed to a new vision - providing homes people love to live in.

With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable and private rent, specialist housing services, as well as homes for sale and shared ownership.

Our 70,000 customers have diverse backgrounds and levels of income and we’re here to provide all of them with homes that are safe, high quality and sustainable. And with social housing roots going back eight decades, we continue to ensure that every penny of profit we make is reinvested into our charitable social purpose - delivering more homes and better services for customers.

We’re also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis.

**Role Overview**

We are looking for a **Complaints Investigator **to join our exceptional complaints division. This role will be responsible for investigating and resolving all stages of complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complex complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. Duties extend to dealing with all cases that are referred to the Housing Ombudsman Service. Ultimately there should be a focus on resolving complaints fairly and providing a high-level customer experience.

**More about the role**

**Responsibilities will also include**:

- Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer
- Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage
- Acknowledge and resolve complaints by project managing high quality responses
- Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress
- Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents
- Solve complex open and ongoing complaints
- Prepare comprehensive papers for stage 2 reviews using a pro-active approach, attending and organising case conferences when necessary and providing expert guidance around the complaint details to aid swift resolution
- Provide high level written responses in line with the understanding of a regulatory approach to complaint handling
- Ensure that all compensation payments are processed and issued to customers in adherence with our service standards
- Keep accurate notes on Dynamics (CRM) of all customer contact and details in relation to the complaint
- Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service to customers
- Work with customers, customer representatives and other partners to manage and improve our external profile and reputation for excellent complaint management and learning

**More about you**
- Demonstrable experience of complaint handling within a regulatory environment
- Experience of administering a complaints or similarly complex process and co-ordination of complaint handling or a comparable process at Board/Director Level
- Educated to GCSE level or equivalent in Math’s and English (Grades A*- C)
- Experience of managing complaints from the first stage to through to the more complex regulatory responses
- Proven track record of delivering exceptional Customer Service
- Ability to be assertive where necessary, saying no when appropriate whilst always remaining calm and professional
- Excellent verbal and written communication and interpersonal skills to assist in mitigating risk for the organisation with complaint management

**Choosing us is easy**

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

We offer a wide range of staff benefits. For this role, these include:

- 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development.

In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.

We also operate a Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions.

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