Customer Resolution Officer

1 month ago


Scunthorpe, United Kingdom Ongo Recruitment Full time

**Job Title**: Customer Resolution Officer

Ongo is the largest housing provider in North Lincolnshire, offering quality, affordable homes for rent and sale. Local communities are at the heart of our business which is why all profit we make is reinvested into improving neighbourhoods and creating opportunities for local people.

**We are looking for **an experienced customer service professional to deal with customer complaints and expressions of dissatisfaction in line with Ongo’s Complaints process and to ensure effective learning from complaints.
- Temporary position £32785.80 pro rata. 6 months
- Mon-Fri 37 hours, flexible around 08:00 - 17:00
- 30 days annual leave pro rata
- Pension
- Training and development

**Main Responsibilities**
- Responsible for a caseload of complaints, from initial contact with the customer to liaison on complaint resolution with relevant service managers.
- Ensure that all complaint investigations are carried out thoroughly within the regulatory timeframe and communicating respectfully and empathetically with our customers.
- To be able to create written complaint responses in keeping with the Ongo brand and style and to ensure all decisions and outcomes are clearly communicated.
- Ensure the accurate recording, tracking, monitoring, reporting and theme analysis of all complaints.
- Regularly review Ongo’s complaints and compensation procedures, processes and systems to ensure compliance with the Complaint Handling Code and Regulatory Standards.
- To manage all Housing Ombudsman enquiries and investigations and fully comply with all requests within strict timeframes.

**Knowledge, Skill & Experience Required**
- Need to have experience of handling and investigating complaints or solving problems in a frontline Customer Service role.
- Interpersonal skills including tact, diplomacy and assertiveness.
- Excellent problem solving skills.
- The ability to develop and utilise IT systems for the benefit of enhancing service delivery.

**Job Types**: Full-time, Temporary contract
Contract length: 6 months

**Salary**: £32,785.80 per year

**Benefits**:

- Company pension
- Work from home

Flexible Language Requirement:

- English not required

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Scunthorpe

Reference ID: ongo cust eng01


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