Senior Customer Complaints Resolution Specialist

1 month ago

King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time
{"title": "Senior Customer Complaints Resolution Specialist", "content": "Job Summary

We are seeking a highly skilled Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for managing formal complaints at stage 2 level, investigating complaints, and providing a professional response in line with the Housing Ombudsman complaint handling code.

Key Responsibilities
  • Manage formal complaints at stage 2 level through various channels of communication, taking responsibility for the complaint from start to finish.
  • Investigate complaints with the support of relevant departments and service managers, compiling a suitable response to formal complaints with a focus on the customer's experience.
  • Responsible for compiling stage 2 letters to customers and responses in line with Ombudsman guidelines, ensuring letters are concise, legally compliant, and address the complainant's issues.
  • Proactively manage own case load using own initiative, managing complex cases and potentially difficult customers with a diplomatic resolution-oriented approach.
  • Provide a monthly report to all heads of service outlining findings of complaints at stage 2 level to ensure remedial actions are delivered by relevant staff and the wider business.
Requirements
  • Background in customer services or experience gained in customer service environment.
  • Background in working with a range of customers and understanding of the needs of social housing customers.
  • Experience in complaint handling and the legal framework.
  • Strong interpersonal and communication skills.
  • High level of literacy and numeracy.
Benefits
  • Competitive salary of £31,213 per annum.
  • Full-time position of 37 hours a week, Monday to Friday.
  • Great pension scheme.
  • Full access to an Employee Assistance Program.
  • Customer-focused, team-working environment.
  • Employee discount perks including 100s of high street discounts.
  • 25 days holiday + bank holidays (rising to 30 days after 5 years).
", "lang_code": "en"}

  • Senior Customer Complaints Resolution Specialist

    4 weeks ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    {"title": "Senior Customer Complaints Resolution Specialist", "description": "Job SummaryWe are seeking a highly skilled Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for managing formal complaints at stage 2 level, investigating...

  • Senior Customer Complaints Resolution Specialist

    4 weeks ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    {"title": "Senior Customer Complaints Resolution Specialist", "description": "Job SummaryWe are seeking a highly skilled Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for managing formal complaints at stage 2 level, investigating...

  • Senior Customer Complaints Resolution Specialist

    2 weeks ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    Job Title: Senior Customer Complaints Resolution SpecialistWe are seeking a highly skilled Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. As a key member of our complaints team, you will be responsible for managing formal complaints at stage 2 level, investigating complaints, and providing a professional...

  • Senior Customer Complaints Resolution Specialist

    2 weeks ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    {"title": "Senior Customer Complaints Resolution Specialist", "description": "Job SummaryWe are seeking a highly skilled Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for managing formal complaints at stage 2 level, investigating...

  • Senior Customer Complaints Resolution Specialist

    2 weeks ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    {"title": "Senior Customer Complaints Resolution Specialist", "description": "Job SummaryWe are seeking a highly skilled Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for managing formal complaints at stage 2 level, investigating...

  • Senior Customer Complaints Resolution Specialist

    2 months ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. As a key member of our organization, you will play a critical role in delivering a consistent, fair, and impartial complaints investigation process for our customers.Key ResponsibilitiesManage Formal...

  • Senior Customer Complaints Resolution Specialist

    2 months ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. As a key member of our organization, you will play a critical role in delivering a consistent, fair, and impartial complaints investigation process for our customers.Key ResponsibilitiesManage Formal...

  • Senior Customer Complaints Resolution Specialist

    7 hours ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    Complaints Resolution RoleWe are seeking a skilled Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. This role will be responsible for delivering a fair and impartial complaints investigation process for our customers, providing a point of contact for complainants, and leading investigations and responses.At...

  • Senior Customer Complaints Resolution Specialist

    1 month ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    Job Title: Senior Customer Complaints HandlerWe are seeking a highly skilled and experienced Senior Customer Complaints Handler to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for delivering a consistent, fair, and impartial complaints investigation process for our customers.Key...

  • Senior Customer Complaints Resolution Specialist

    1 month ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    Job Title: Senior Customer Complaints HandlerWe are seeking a highly skilled and experienced Senior Customer Complaints Handler to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for delivering a consistent, fair, and impartial complaints investigation process for our customers.Key...

  • Senior Customer Complaints Resolution Specialist

    3 weeks ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    About the RoleWe are seeking a highly skilled Senior Customer Complaints Handler to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for delivering a consistent, fair, and impartial complaints investigation process for our customers.Key ResponsibilitiesManage formal complaints at stage 2...

  • Senior Customer Complaints Resolution Specialist

    3 weeks ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    About the RoleWe are seeking a highly skilled Senior Customer Complaints Handler to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for delivering a consistent, fair, and impartial complaints investigation process for our customers.Key ResponsibilitiesManage formal complaints at stage 2...

  • Senior Customer Complaints Resolution Specialist

    5 days ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    Job DescriptionWe are seeking a highly skilled Senior Customer Complaints Handler to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for delivering a consistent, fair, and impartial complaints investigation process for our customers.Key Responsibilities:Manage formal complaints at a stage 2...

  • Senior Customer Complaints Handler

    1 week ago

    King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

    We are seeking a highly skilled Senior Customer Complaints Handler to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for delivering a consistent, fair, and impartial complaints investigation process for our customers.Key responsibilities include managing formal complaints at a stage 2...

  • Customer Experience Specialist

    1 month ago

    King's Lynn, Norfolk, United Kingdom rthirteen recruitment Full time

    Customer Experience AdvisorR13 is currently supporting the search for a Customer Experience Advisor to join a fantastic luxury ecommerce business. This is a varied role covering all aspects of customer service, from direct communication to invoicing and ecommerce management.About the RoleThis is a full-time, permanent position working Monday to Friday,...

  • Customer Experience Specialist

    1 month ago

    King's Lynn, Norfolk, United Kingdom rthirteen recruitment Full time

    Customer Experience AdvisorR13 is currently supporting the search for a Customer Experience Advisor to join a fantastic luxury ecommerce business. This is a varied role covering all aspects of customer service, from direct communication to invoicing and ecommerce management.About the RoleThis is a full-time, permanent position working Monday to Friday,...

  • Senior Housing Standards Officer

    1 week ago

    King's Lynn, Norfolk, United Kingdom Borough Council of Kings Lynn & West Norfolk Full time

    Housing Standards Manager Role OverviewWe are seeking a highly skilled and experienced Housing Standards Manager to join our team at the Borough Council of Kings Lynn & West Norfolk. As a key member of our Housing Standards team, you will be responsible for managing and enforcing housing standards across the borough.Key Responsibilities:Line manage Housing...

  • Senior Engineering Manager

    1 week ago

    King's Lynn, Norfolk, United Kingdom Hays Specialist Recruitment Limited Full time

    About the RoleWe are seeking an experienced Senior Engineering Manager to join our team at Hays Specialist Recruitment Limited. As a key member of our operations team, you will be responsible for leading the maintenance strategy and managing the engineering budget.Key ResponsibilitiesDevelop and implement a maintenance strategy to reduce downtime and improve...

  • Asset Coordinator

    2 weeks ago

    King's Lynn, Norfolk, United Kingdom Algeco UK Limited, Manor Drive, Peterborough PE4 7AP Full time

    Job Title: Asset ControllerLocation: West WinchContract Type: PermanentSalary: £Hours: Monday to Friday, 37.Company benefits, sociable hours + 25 days holiday plus bank holidays.About the RoleTo provide expert project coordination for all new deliveries and collections.Key ResponsibilitiesCoordinating with Support Services & Transport colleagues for...

  • Asset Coordinator

    2 weeks ago

    King's Lynn, Norfolk, United Kingdom Algeco UK Limited, Manor Drive, Peterborough PE4 7AP Full time

    Job Title: Asset ControllerLocation: West WinchContract Type: PermanentSalary: £Hours: Monday to Friday, 37.Company benefits, sociable hours + 25 days holiday plus bank holidays.About the RoleTo provide expert project coordination for all new deliveries and collections.Key ResponsibilitiesCoordinating with Support Services & Transport colleagues for...