Complaints Resolution Coordinator
2 weeks ago
About the Role
We are seeking a highly organized and detail-oriented Complaints Resolution Administrator to join our team at Southern Housing. As a key member of our Complaints Resolution Team, you will play a vital role in providing administrative and organizational support to ensure the effective and efficient operation of the team.
Key Responsibilities
- Deliver exceptional customer service and provide a great complaints experience in line with regulatory codes and standards.
- Provide administrative support activities, including logging and triaging new complaints, managing customer expectations, and handling telephone calls and emails.
- Be a point of contact for new complaints, compliments, and payment requests, making detailed notes on customer dynamics systems.
- Manage customer relationships and build trust through effective communication and problem-solving skills.
- Handle multiple channels of communication, prioritize tasks, and manage risk and quality assurance.
- Accurately record all customer contacts, complaint details, actions, and learning points on customer dynamics systems.
Requirements
- Experience in a customer-facing role, providing administrative support and handling complaints.
- Ability to analyze complaints and decide how best to deal with them, and what portfolio to raise them to.
- Knowledge of general office and administrative procedures and methods.
- Effective communication skills, both written and verbal, with the ability to adapt your style to suit the audience and subject.
- Ability to work in a fast-paced environment, prioritize tasks, and manage multiple channels of communication.
About Us
Southern Housing is a leading housing provider in the UK, with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands. We are committed to providing safe, secure, and affordable homes for our residents and creating a diverse and inclusive culture and environment where people are respected for who they are.
What We Offer
- Pension scheme
- Life assurance
- Healthcare cash plan
- Eyecare and dental
- Birthday leave
- Retailer discounts
- Cycle to work scheme
- Buy and sell annual leave
- Season ticket loan
- In-house academy and career development
- Flexible working
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