Case Officer

2 weeks ago

London, United Kingdom LegalAndGeneral Full time

**Company Description**
The UK is facing a housing crisis, and not everyone has the means to enjoy the security and stability of owning their own home. Our aim at **Legal & General Affordable Homes** is to transform the affordable housing sector. With a fast-growing pipeline of over 80,000 homes, we’re committed to investing in housing for all ages, social groups and tenures. We’re collaborating with developers, housing associations and public sector bodies across the country to drive investment into the UK’s affordable housing and social housing sector. Focusing primarily on the affordable rent, shared ownership and rent-to-buy markets, we’re striving to be the UK’s leading private affordable housing provider, known for excellent service and quality homes. We want to have a positive economic and social impact on the regions and communities in which we work.

Legal & General Affordable Homes is a subsidiary of Legal & General Capital, which focuses on growth opportunities and scale ups, and invests its long-term capital in sectors in need of investment and innovation.

We are looking for Complaints Officers to join our Case Management team in Affordable Homes. To provide a high-quality service to our customers who have raised concerns or complaints about our services or issues within their homes.

What you'll be doing
- You will be responsible for investigating, resolving, and responding to complaints, managing a caseload of complaints and other escalated issues.
- Be the point of contact for customers who wish to raise a concern or complaint about our services, providing them with clear support and guidance as needed.
- Conduct thorough investigations, gather and analyse evidence, interview or collaborate with parties involved, and produce clear and concise action plans for resolution.
- Communicate effectively with customers and stakeholders, keeping them informed of the progress and outcome of their complaints, and offering appropriate apologies and remedies.
- Work collaboratively with other teams and departments to share learning from complaints, implement action plans, and improve customer satisfaction.
- Be proactive in the development and implementation of policies, procedures and performance to improve customer satisfaction.
- Ensuring compliance with relevant regulations and policies and promoting a culture of collaboration with internal and external colleagues and stakeholders across the organisation.

**Qualifications**
- Proven experience in complaint handling/dispute resolution or a similar role in a customer service environment.
- Knowledge and experience of managing complaints and working with customers to provide a supportive and fair service, that leads to the resolution of cases and complaints.
- Excellent communication, interpersonal, and negotiation skills, with the ability to deal with difficult or emotional situations in a professional and empathetic manner.
- Strong analytical, problem-solving, and decision-making skills, with the ability to handle complex and contentious cases with accuracy and attention to detail.
- Ability to work independently and as part of a team, managing multiple tasks and deadlines in a fast-paced environment.
- Have an understanding of new build properties and some related issues that may arise as a result such as defects.

**Additional Information**
When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including family private medical insurance, 25 days holiday (excluding bank holidays), a generous pension scheme and life assurance. We’re also proud to offer competitive family leave.

You’ll have the opportunity to participate in our annual, performance-related bonus plan. And then there are the many discounts we offer that you can take advantage of - both for our own products and at a range of high street stores and online offerings.

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands.

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plent

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