Customer Relations Officer Stage 2 Reviewer

2 months ago

London, United Kingdom L&Q Full time

**Contract Type: 12 month fixed term contract**

**Persona: Agile, 20-40% of the time in the office, 3-4 days at home**

**Office location: Cray House, Sidcup or West Ham Lane, Stratford**
**Salary: £28,553 per annum**

**Interviews will be held on: Date TBC**
***

Our Customer relations team is expanding and we have some great opportunities for customer service professionals wanting to make a real difference

We continually strive to provide a first class service to our customers and are equally committed in making the right decisions with complaints. With the Housing Ombudsman Complaint Handling Code we must ensure we comply with the code and this role is an opportunity to develop skills you already have and review all Stage 2 complaint escalations, impartially, thinking outside of the box and producing excellent responses to escalated cases.

As Customer Relations Officer - Stage 2 Reviewer you will balance a majority of your time speaking with customers over the phone to understand why they have requested their complaint to be escalated. You will conduct thorough and completely impartial investigations of each case and produce excellent written outcomes for the escalated cases.

To be successful in this role, you will need to be caring, understanding, empathetic and be able to produce letters to a very high standard including a full review of your investigation. Proving the customer with an outcome that either closes the complaint and refers them to the Housing Ombudsman Service alternatively referring the customer back to the original business area with further actions to be progressed including a contact and form of timeline for events to progress.

To be successful in the role you need have a confident approach in reviewing escalated cases, as you will need to challenge decisions that may have already been agreed from other business areas therefore. Therefore strong and effective communication skills is essential

At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.

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