Complaints Handler

**Role: Complaints Handler**

**Location: Hammersmith - hybrid working (3 days office 2 days at home)**

**Salary: £20.26 per hour**

**Term: 3 months temporary contract**

**Hours: 36 hours per week, Mon-Fri between 9am-5pm**

CCA Recruitment are delighted to be partnering with a client to deliver recruitment for their housing repairs customer service centre. Handling complaints for their residents in their customer service centre to make quicker and smarter decision to enhance customer service.

**Do you have complaints resolutions experience within a housing customer focused environment? Understand the housing ombudsman complaints code.**

**Are you able to investigate and follow through on a task from start to finish?**

**Is your aim to give customers the best experience possible?**

Previous experience of working within complaints resolution is essential for this Complaints Handler role. As a Complaints Handler working for the repairs division you are responsible for ensuring that customers receive a timely and positive response to their complaints, achieving high rates of satisfaction. On occasion residents may be vulnerable or stressed and your goal must be to do everything possible to ensure a positive customer experience through resolving their complaint.

Duties of the Complaints Handler will include:

- Deal with and resolve complaints to prevent them escalating to the next stage.
- Support the corporate complaints team in collating information. Carry out specialist investigations into complex and multi-service complaints and co-ordinate responses.
- Draft complaint responses and ensure that a robust and consistent approach is taken and the information given is accurate and of a high standard. That appropriate investigations are undertaken and issues raised by customers are fully addressed, and confidently challenge managers who fail to meet this standard.
- Co-ordinate and monitor the responses to residents enquiries, from client staff or other stakeholders to ensure they are dealt with effectively.
- Monitor follow up works to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from complaints is embedded within the process.
- Build effective relationships with residents and keep them informed on progress of their complaint/enquiry to assist in the resolution of formal or informal complaints and to ensure customer confidence in the complaints process is maintained.
- Proactive chasing of overdue complaint responses
- Feed into lessons learnt and action we have taken to prevent further complaints
- Recommend to service managers levels of compensation to be paid to customers. Process these once approved and monitor the amount paid and reasons why across the Directorate.
- Carry out customer consultation exercises and surveys to evaluate satisfaction levels. Analyse and investigate areas of dissatisfaction and report findings to the Manager.
- Work with the line manager to help identify training, procedural and policy issues and ensure all new service managers know what is required from them in relation to dealing with complaints, Members and Ombudsman enquiries.
- Build and maintain effective and productive working relationships with internal and external stakeholders.
- Contribute to the development of policy, practice, procedures and service planning and participate in projects, working groups, service developments, audits and reviews as directed.
- Carry out other duties commensurate with their grade and directed by manager.

Experience of working as a Complaints Handler in a fast-paced customer service centre environment is essential for this role. Please follow the link to apply.

**Job Types**: Full-time, Temporary contract, Fixed term contract
Contract length: 3 months

**Salary**: £20.26 per hour

Schedule:

- Day shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Hammersmith, Greater London: reliably commute or plan to relocate before starting work (required)

Work Location: In person