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Complaint Resolution Specialist

2 months ago

Liverpool, Liverpool, United Kingdom Riverside Group Full time
Job Title: Complaint and Early Resolution Officer

Job Summary:

We are seeking a highly skilled and dedicated Complaint and Early Resolution Officer to join our team at The Riverside Group. As a key member of our customer service team, you will be responsible for managing complaints and resolving issues in a timely and effective manner.

Key Responsibilities:

  • Manage Complaint Cases: You will be the first point of contact for customers and manage their complaint cases from start to finish, ensuring that all issues are resolved to the customer's satisfaction.
  • Case Load Management: You will be responsible for managing and prioritizing your case load, ensuring that you are proactively updating customers on the progress of their complaints.
  • Stakeholder Engagement: You will work with internal and external stakeholders to deliver the right outcome for the customer, including holding other service areas to account for their actions.
  • Compliance: You will work within the timescales outlined in the Housing Ombudsman code to ensure that all complaints are resolved in a timely and effective manner.

Requirements:

  • Experience: Proven experience of complaint handling, with a strong understanding of the Housing Ombudsman code and its requirements.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to communicate complex information to customers in a clear and concise manner.
  • Problem-Solving Skills: Good planning and problem-solving skills, with the ability to work at pace in a busy environment.
  • Tenacity: High levels of tenacity, with the ability to work independently and as part of a team to achieve results.

What We Offer:

  • Competitive Salary: A competitive salary and benefits package, including 28 days' holiday plus bank holidays.
  • Flexible Working: Flexible working arrangements, including the opportunity to work from home.
  • Professional Development: Opportunities for professional development and training, including the chance to learn new skills and advance your career.

About Us:

The Riverside Group is a leading provider of affordable housing and care services across the UK. We are committed to delivering high-quality services to our customers and are seeking a highly skilled and dedicated Complaint and Early Resolution Officer to join our team.