Senior Complaints Officer
3 months ago
**About The Role**:
Due to an internal move, Foxtons is looking for a skilled complaints officer to join our Compliance team
This is a hands-on role requiring an organised, focused and assertive individual with excellent analytical and written communication skills.
**KEY RESPONSIBILITIES AND SKILLSETS**:
- Assigning incoming complaints to the relevant staff member (with whom the complaint ‘lives’ in the first instance, so they can complete the first stage of the complaints process.
- Tracking progress of the complaint and response deadlines
- Investigating escalated complaints and reviewing in depth Foxtons records and documents
- Using software systems, collating and arranging information records
- Drafting Final Response letters and written submissions to The Property Ombudsman
- Communicating effectively in writing with internal stakeholders and our customers
- Maintaining Complaints records
**About You**:
**SKILLS REQUIRED**:
- Previous complaints handling experience - The issues are property focused and sometimes touch on legal aspects, therefore some an understanding of the estate or letting agency industry would be helpful but is not essential.
- Strong written and verbal communication skills.
- Excellent attention to detail.
- Organisational skills.
- The ability to work independently as well as working in a team environment.
**About The Company**:
**WE OFFER**:
- An intensive, ongoing training programme
- Dynamic working environment based in our Chiswick Park Head Office
- Well-being package including enhanced sick pay and subsidised gym
- Hybrid working (3 days in the office 2 at home).
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