Customer Feedback Advisor

3 weeks ago

Chelmsford, United Kingdom CHP Full time

We’re a local housing association that’s passionate about tackling the housing shortage in the East of England. We provide warm, safe and affordable homes. But we don’t stop there. We offer a wide range of support and services to help our customers and their communities to thrive. We want to be an organisation that cares about our customers and communities and is determined to make a difference. We'll be bold and open-minded in our pursuit of solutions to help people transform their lives.

**What you'll be doing**
We are looking for a Customer Feedback Advisor to spearhead investigations behind our customer complaints to find a resolution.
- Assist the Customer Feedback Lead to co-ordinate, record, review and continuously improve CHP’s handling of and response to customer complaints.
- Support teams across the business to thoroughly investigate complaints, identifying root causes, satisfactory resolutions and service improvements, with the confidence to challenge findings if necessary.
- Help to ensure the quality and consistency of all responses to complaints.
- Help to ensure our complaints service is fully accessible to all customers and their representatives, to minimise the potential for exclusion because of people’s individual circumstances such as age, gender, race, religion or belief, sexual orientation, caring responsibilities, disabilities, and language barriers.
- Help to ensure compliance with the Housing Ombudsman Complaints Handling Code, identifying and implementing opportunities for enhancing our approach to customer complaints and feedback.

**Requirements**:
**What we are looking for**
- Good understanding of working in a customer service related role
- Ability to analyse data and present key findings
- Ability to deal with difficult situations in an empathetic and supportive manner
- Excellent interpersonal, verbal and written skills, with the ability to adapt style to suit a variety of situations and audience
- Excellent organisational skills

Wellbeing is a priority for us, and we aim to help our employees achieve a successful work/life balance. We host a range of learning activities to develop our people, support their career aspirations and professional qualifications. We encourage employee participation on all levels and we’re always open to new ideas or ways of working.

**Benefits**
- **The salary for this post will be £30,000 Per Annum**:

- Learning and development opportunities
- Healthcare cash plan
- Robust employee reward and recognition programme
- Free and confidential Employee Assistance Programme
- CHParticipate volunteering programme
- Competitive pension scheme
- 25 days annual leave per annum, plus bank holidays and 3 extra days between Christmas and New Year.
- 37 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need. We operate a hybrid working policy at CHP.

We value our people and listen to feedback to ensure we are a great place to work and are able to attract and develop the careers of the best talent in the market.

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