Complaints Officer

2 weeks ago


St Helens, United Kingdom Torus Group Full time

Regulated by the Regulator for Social Housing, we provide homes for over 40,000 customers and we seek to provide housing, repairs, development and customer services of the highest quality. We encourage our customers to give us their feedback and to engage with us through a range of panels and engagement opportunities that help us to improve our service offering.

**The Vacancy**

It’s an exciting time for us, we want to engage more customers, use their feedback well, set new standards and improve the quality and effectiveness of our complaint responses.

Where services fall short of customer expectations, we want to know so we can put things right and so we can learn and improve.

Forming a new central complaints team helps us in this aim. We are seeking eight Complaints Officers to coordinate responses from different service teams, to liaise with and respond to customers within stated service timescales.

**This is an important role in which you will**:

- Liaise closely with customers to clarify the nature of their complaint and keep them informed of progress.
- Thoroughly investigate service responses, review and keep records updated, and liaise with staff at all levels.
- Ensure the effective resolution of complaints.
- Monitor the implementation of complaint decisions, remedies and recommendations on service delivery.
- Provide support, guidance and advice to Customer Service Advisors to ensure all complaints are logged correctly.
- Identify and ensure any learning from complaints or compliments is shared with the Complaints Learning Officer.

**To be successful in this role you will**:

- Have experience of working in a customer focused role with a track record of delivering excellent customer service, ideally with experience of handling complaints.
- Have a proven ability to analyse and interpret information to inform your decision making.
- Have proven negotiation, communication and written skills.
- Have experience of dealing empathetically and tactfully with challenging situations.
- Be a confident IT user.
- Will be able to plan and prioritise your own workload
- Have the ability to engage with staff, peers, board members, tenants and external partners

**_
PLEASE NOTE:_**
- Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed;_
- _ Right to work verification_
- _ Qualification certificate check_
- _ 2x completed references_
- _ OH Health Questionnaire - Fit For Work_
- _ DBS check (if required for role)_
- _ Completion of all new starter documentation including signed T&C’s_

**‘Happy to Talk Flexible Working’**

INDGEN



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