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Complaints Resolution Coordinator
2 months ago
We are seeking a highly organized and customer-focused 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 a high-quality complaints experience in line with regulatory codes and standards.
- Provide administrative and organizational support activities for the team, 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 expectations in relation to policy and procedural matters in a non-confrontational and customer-focused manner.
- Handle payment requests, accurately coding each item and in line with compensation policy.
- Accurately record all customer contacts, complaint details, actions, and learning points on customer dynamics systems.
- Build and maintain relationships with colleagues.
- Experience of helping customers with a range of inquiries across different channels in a busy customer-facing environment.
- Ability to analyze complaints and decide how best to deal with them and what portfolio to raise them to.
- Knowledge of general/standard office and administrative procedures and methods.
- Ability to prioritize and manage multiple channels of communication.
- Effective at using Microsoft Office packages, including word processing, general reports, and data entry.
- Ability to effectively manage risk and quality assurance.
- Effective communication skills (written and verbal) - adapting your style to suit the audience, subject, and individual communication preferences.
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 give over 167,000 people somewhere affordable to call their own. We understand the difference that safe, secure, and affordable homes can make to people's lives.
A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop.
