Complaints Resolution Officer

2 weeks ago

Bedford, United Kingdom bpha Full time

**Permanent**

**Full time (37 hours per week)**

We have an exciting opportunity available for a Complaints Resolution Officer to be part of the new Service Improvement Team at bpha bringing engagement, insights and complaints together.

We are changing the way we manage customer feedback and are looking for two Complaints Resolution Officers to work in a new team to offer empathetic and customer focused complaints resolution.

We are seeking someone who shares our passion for continuous improvement and offering an excellent customer experience.

**What you will be doing**:

- Providing a professional, responsive and positive feedback and complaint resolution service to customers, ensuring an empathetic and supportive approach at point of contact.
- Delivering a customer centred approach to the handling of feedback and complaint resolution by having individual autonomy and freedom to solve customer problems
- Thoroughly investigating to all feedback and complaints from an unbiased perspective. Thinking differently to solve complaints and improve satisfaction.
- Working as part of the wider Service Improvement Team to focus on hearing the customer voice and working with the rest of the business to implement changes.

**We’d love to meet someone with**:

- Experience of complaint handling
- Experience identifying service improvements as a result of feedback and complaints.
- Good listening skills
- An empathic approach to dealing with customers.
- Strong analytical and investigation skills
- Excellent planning and organisational skills
- Able to work to own initiative.
- The ability to challenge constructively and influencing positive change
- Excellent interpersonal skills and the ability to communicate both verbally and in writing, focus on plain English.

**Amongst what we offer you is**:

- A competitive salary of £32,500 per annum
- 28 days holiday PLUS Bank Holidays
- A generous contributory pension scheme
- Private health care
- Free life assurance
- Access to an extensive suite of wellbeing services and tools including a digital gym
- Opportunities for learning and development
- Discounted gym membership
- Retail discount scheme

**Closing date: Wednesday 12th March 2024**

**Interview date: To be confirmed**

INDHIGH

bpha is a Housing Association located in the Oxford to Cambridge arc, which is committed to providing its customers with high quality, value for money services whilst continuing to develop energy efficient, sustainable and affordable housing.

We are a leading provider and developer of affordable homes - for rent, sheltered, residential care and shared ownership.

We work together with communities - to improve opportunities, independence and quality of life for our residents, and to benefit the wider community. We bring people together, and run and support a wide range of community activities.

All the money we make is used to invest in existing homes, to enable us to build new homes, and to deliver new and improved services.

We own or manage over 19,000 homes and employ 400 staff.

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