Customer Complaints Investigator

4 months ago

Northampton, United Kingdom Sage Homes Full time

**About Sage Homes**

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.

Since 2017 we have delivered around 10,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and by 2030 we have committed to deliver 30,000 high-quality affordable homes across the country.

We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth.

**About the role**:
The role of the Complaints Investigator is a great opportunity for a motivated individual to join our talented Customer Service Team and be responsible for assisting the Customer Service Manager (CSM) with the feedback and complaints processes and continuously improve the service we offer to customers.

This is a hands-on role, where you will work closely with colleagues and act as our main point of contact for feedback and complaints, assisting the CSM to provide a complaints service that is second to none. You will assist the CSM with the feedback process from start to finish, including liaising with the complaint owners to ensure response times are met, assist with reports on statistics, recommend service improvements and working with complaint owners and stakeholders to ensure that customers' needs are met.

**This is a hybrid working opportunity, involving three days a week in our Covent Garden office.**

**Key duties include**:

- Administration and processing of expressions of dissatisfaction, complaints and Member's enquiries in a timely manner.
- Conduct investigations into complaints and respond to complaints and Members Enquiries
- Assist the CSM with training in complaints handling
- Respond to enquiries from the Local Government and Social Care Ombudsman, Housing Ombudsman and New Homes Ombudsman
- Use relevant IT and CRM systems, including Microsoft Dynamics, Outlook, Excel, PowerBI, PowerPoint, Word, SharePoint, OneDrive and Teams.
- Assist the CSM with the accurate recording, tracking, monitoring, reporting and analysis of feedback and complaints.
- Liaising with Sage colleagues and stakeholders to ensure complaints, Member's enquiries and general enquiries are responded to in a timely manner.
- Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
- Embed a culture of customer first, can-do attitudes, collaboration and positivity.
- Deliver a customer-focused and proactive service to customers ensuring Sage's service standards, principles, policies and procedures are adhered to by internal/ external partners.
- Maintain confidentiality and observe data protection guidelines in line with GDPR

**About you**
- Experience of working in a regulated organisation and managing complaints investigations is essential
- A background in housing is desirable but complaints experience in financial services, legal, utilities or similar are equally of interest
- Knowledge of the Housing Ombudsman (or another regulatory body/ombudsman) complaint handling code and good practice
- Experience of managing a complaints caseload and using complaints systems and processes
- Excellent communicator and have experience in communicating and negotiating with internal and external partners verbally and in writing
- Ability to act efficiently and proactively; and make effective decisions within defined decision-making processes
- Organised and able to self-manage; motivated by own workload, priorities and deadlines
- Problem solving and negotiation skills
- Have a natural customer focus, a can-do attitude and is a champion for the customer
- Confident and tenacious; resilient and hard-working

We are committed to ensuring you have the best career here at Sage. As well as regular support and guidance from your manager you can expect to receive a variety of learning and development opportunities to support you as you grow within our business. This includes internally and externally delivered development programmes and opportunities to study for professional accreditations and qualifications.

**About the culture**

We truly care about the outcomes we deliver; creating safe and environmentally friendly places for people to flourish. And we're curious, passionate and inventive in the way we create social change.

Sage is a fast-paced and supportive environment where ambitious and proactive employees thrive. People are empowered to use their pioneering efforts to grow themselves and our business.

We are proudly committed to creating an inclusive workplace, where the diversity of our people and their ideas are truly valued and we love to see applicants from diverse backgrounds and different walks of l

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