Senior Homes Complaints Officer

4 weeks ago


Nationwide, United Kingdom Stonewater Full time
Job Title: Senior Homes Complaints Officer

We are seeking a highly skilled and experienced Senior Homes Complaints Officer to join our Customer Relations Team. As a key member of our team, you will be responsible for investigating and resolving complex stage two complaints related to our repairs and planned investment services.

Key Responsibilities:

  • Investigate and resolve complex stage two complaints in accordance with the Housing Ombudsman Service's Complaint Handling Code.
  • Work closely with contracting partners to identify service failures and resolve outstanding issues.
  • Develop and maintain a strong understanding of social housing providers' repair obligations, including HHSRA, Awaab's Law, Legal Disrepair, and Homes Fitness for Human Habitation Act.
  • Collaborate with colleagues across the Homes team and contracting partners to prioritize complaints and drive resolution.
  • Provide coaching and upskilling to colleagues to enhance their complaint resolution skills.
  • Utilize housing and repairs management systems, CRM, and other IT systems to inform and document complaint investigations.

Requirements:

  • Significant experience in complaint handling in social housing, including investigating and responding to complex stage two cases.
  • Strong understanding of repair obligations for social housing providers, including HHSRA, Awaab's Law, Legal Disrepair, and Homes Fitness for Human Habitation Act.
  • Excellent communication and written skills, with the ability to constructively lead cross-departmental and external meetings.
  • Ability to work in a fast-paced environment, managing competing priorities and deadlines.
  • Commitment to customer service and Stonewater's Customer Promise.

About Stonewater:

Stonewater is a leading housing provider, managing around 39,000 homes and serving 82,000 customers across our portfolio of affordable properties. We are committed to providing quality homes and services for people whose needs are not met by the open market. We value diversity, inclusivity, and support equality of opportunities. We are a Disability Confident employer.



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