Complaint Resolution Specialist

2 weeks ago

Liverpool, Liverpool, United Kingdom Riverside Full time

About the Role

We are seeking a skilled Complaints and Early Resolution Officer to join our team at The Riverside Group. As a key member of our customer service team, you will be responsible for managing a caseload of complaints and working with stakeholders to deliver effective resolutions.

Key Responsibilities

  • Manage a caseload of complaints and ensure effective early resolution for our customers in accordance with agreed policies, processes, and standards.
  • Investigate complaints thoroughly, showing empathy and understanding, and examine databases, files, and records to fully understand the events and actions leading up to the complaint.
  • Ensure complaints are responded to and fully investigated within the required timeframes set out in the Housing Ombudsman code.
  • Identify and escalate any serious concerns or risks to business through the appropriate channels and to Senior Management.
  • Actively promote and raise awareness of the complaint's procedure across the organisation and the customers.
  • Ensure all complaint documentation and record keeping is accurately maintained on the customer relationship management system.

Requirements

  • An empathic approach to dealing with customers.
  • Strong analytical and investigation skills.
  • Excellent planning and organisational skills.
  • Able to work to own initiative.
  • Excellent interpersonal skills and the ability to communicate both verbally and in writing.
  • Dispute resolution skills, and the ability to truly listen to a customer's concerns and resolve effectively.
  • A 'can-do' attitude and solutions-driven, innovative approach.
  • An awareness of the risks associated with poor complaints management.
  • Effective stakeholder management, both internally and external to the organisation.
  • The ability to remain calm in a pressurised environment.
  • Excellent team player who can work flexibly to meet business requirements.
  • Results driven with strong analytical skills and experience of providing meaningful management information.

About Us

The Riverside Group is a leading provider of affordable housing across the UK, with a commitment to delivering high-quality services to our customers. We are passionate about making a positive impact on the lives of our customers and the communities we serve.

What We Offer

  • Competitive pay and benefits package.
  • Opportunities for career development and progression.
  • A supportive and collaborative work environment.
  • The chance to make a real difference to the lives of our customers.

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