Complaints Resolution Officer

6 days ago

London, Greater London, United Kingdom Hyperion Partners Ltd Full time
Job Summary

Hyperion Partners Ltd is seeking a highly skilled and empathetic Complaints Officer to join our team. As a Complaints Officer, you will play a crucial role in managing and resolving resident complaints, ensuring that their voices are heard and that their feedback helps shape better services.

Key Responsibilities
  • Complaint Management: Receive, log, and manage resident complaints, ensuring each is handled in line with the housing association's policies and procedures.
  • Investigation: Conduct thorough investigations into complaints, gathering all necessary information and collaborating with relevant departments to understand the root cause of the issues.
  • Resolution: Work closely with residents and internal teams to develop effective solutions to complaints, ensuring issues are resolved to the satisfaction of all involved parties.
  • Communication: Provide residents with regular updates on the status of their complaints, ensuring they are informed throughout the process.
  • Reporting: Maintain detailed records of all complaints and their outcomes, and produce regular reports to identify trends and areas for improvement.
  • Feedback & Improvement: Use insights from complaints to provide constructive feedback to the wider organisation, contributing to the enhancement of service quality.
  • Compliance: Ensure all complaints are managed in compliance with relevant legislation, regulations, and internal policies.
Requirements
  • Experience: Previous experience in complaints handling or customer service, preferably within the housing sector or a similar environment.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with residents, colleagues, and external stakeholders.
  • Empathy & Patience: A compassionate approach, with the ability to manage sensitive situations with care and understanding.
  • Problem-Solving: Strong analytical and problem-solving skills, with the capability to identify issues, propose solutions, and ensure resolution.
  • Organisational Skills: Highly organised, with the ability to manage multiple cases simultaneously and work to deadlines.
  • Knowledge: A solid understanding of housing management, relevant legislation, and the challenges faced by social housing residents.

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