Complaints Officer

**Complaints Officer**

**Ongoing temporary**

**Seaham**

Sellick partnership are currently assisting in the recruitment of a Complaints officer to join a large social housing organisation on an ongoing temporary basis.

The Complaints officer will be responsible for delivering a high quality comprehensive and consistent approach to dealing with complaints and dissatisfied customers across the organisation.

**Responsibilities of the Complaints officer**:

- Capture, investigate and respond to complaints and compliments for the organisation as a whole and, monitor progress against complaints
- Proactively contribute to identifying continuous improvement initiatives, developing business intelligence to identify changes and solutions, which improve the resolution of complaints across the organisation on a day to day basis
- Receive and record complaints and compliments across the organisation in line with the complaints procedure
- Actively investigate and respond to all Stage 1 (formal) complaints in order to resolve the customer complaint as a right first time solution
- Determine levels of compensation or remedies as a result of investigation outcomes in line with believe housing's compensation policy
- Ensure all correspondence is accurate, clear and concise, taking ownership for the resolution of the complaint
- Develop close partnership working with a variety of internal managers/teams and external contractors in order to ensure that complaints are resolved satisfactorily within a timely manner and customers receive high quality service

**Experience required for the Complaints officer**:

- Having ideally previously dealt with complaints or worked within a similar role for an organisation monitoring and investigated their complaints and compliments
- Administration/customer facing experience
- Problem solving expertise