Senior Complaints Officer

2 weeks ago

Greater Manchester, United Kingdom Eden Brown Full time

Eden Brown are seeking a highly experienced Senior Complaints Officer to work on a 6 month temporary assignment in Manchester

The role is a hybrid position with a mixture of working from home and in the office

Duties include:

- Ensure all complaints, however received, are managed and investigated in accordance with regulatory standards, policy and procedures.
- Collaborate with Directors, Managers and teams to get a full background of the complaint to pinpoint where service has not met the customer's expectations.
- Prevent complaint escalations where possible.
- Implement proactive measures to resolve potential on-going issues.
- Develop good working relationships with customers, providing them with clear support and guidance as needed.
- Adhere to processes and policies regarding complaint management.
- Take ownership of a rolling caseload of complaints.
- Maintain the Complaints Register to a high standard, capture and provide accurate Management Information on complaints and outcomes within required timescales.
- Capture all necessary documentary evidence in relation to complaints, and accurately/record/ assess/investigate and evaluate in accordance with regulation.
- Ensure fair outcomes in all cases are managed effectively and communicated in the correct manner to customers.
- Ensure all complaints are logged accurately, acknowledged and a resolution provided in accordance with regulatory and/or business service standards.

Managing workload to ensure that complaints are progressed within regulatory timeframes/SLAs.
- Work collaboratively with internal colleagues and external partners as part of the investigative process.
- Make a final decision based on the facts of the complaint ensuring fair customer outcomes and calculating redress, distress, and compensation payments.
- Communicate the outcome to the customer and resolve any remaining customer issues, concerns, and objections regarding the resolution (both in writing and verbally)

Essentially you will have worked in social housing previously

Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown Ltd is acting as an Employment Business in relation to this vacancy.

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