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Complaints Resolution Specialist

2 months ago

Liverpool, Liverpool, United Kingdom Riverside Full time

About the Role

We are seeking a highly skilled Complaints Resolution Specialist to join our team at Riverside. As a key member of our customer service team, you will be responsible for managing a caseload of complaints and ensuring effective early resolution for our customers.

Key Responsibilities

  • Manage a caseload of complaints to ensure effective early resolution for our customers in accordance with agreed policies, processes, standards, time scales, and targets using our Customer Relationship Management system, Salesforce.
  • Thoroughly investigate complaints from customers, showing empathy and understanding, and examine databases, files, records, and liaise and meet with relevant colleagues 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.
  • Through complaint handling, be able to identify and escalate any serious concerns or risks to business through the appropriate channels and to Senior Management, such as any Health & Safety or Data Protection concerns.
  • Actively promote and raise awareness of the complaint's procedure across the organisation and the customers, ensuring it is inclusive and accessible.
  • Ensure all complaint documentation and record keeping is accurately maintained on the customer relationship management system.
  • Build and maintain good relationships with all colleagues across The Riverside Group to ensure service improvements are seen as positive changes.
  • Contribute to the development of best practice standards and share learning across the team.
  • Contribute to the dissemination of learning outcomes to both colleagues and customers to raise awareness of service improvements identified during the course of the complaint investigations.

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, focus on plain English.
  • 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.
  • Proficient use of Microsoft Office.

Desirable

  • Knowledge of Housing.
  • Knowledge of the Housing Ombudsman's complaint handling code.
  • Experience of working in a complaints/resolution team.
  • Experience identifying service improvements as a result of feedback and complaints.