Senior Customer Complaints Resolution Specialist
3 weeks ago
We are seeking a highly skilled Senior Customer Complaints Handler to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for delivering a consistent, fair, and impartial complaints investigation process for our customers.
Key Responsibilities:
- Manage formal complaints at a stage 2 level through various channels of communication, taking responsibility for the complaint from start to finish.
- Investigate complaints and compile a suitable response, focusing on the customer's experience and aiming for early resolution where possible.
- Proactively manage your case load, using your own initiative to manage complex cases and potentially difficult customers.
- Provide a monthly report to all heads of service outlining the findings of complaints at stage 2 level.
Requirements:
- Background in customer services or experience gained in a customer service environment.
- Strong interpersonal and communication skills.
- High level of literacy and numeracy.
- Experience in complaint handling and the legal framework.
Benefits:
- Competitive salary of £31,213 per annum.
- Full-time position of 37 hours a week, Monday to Friday.
- Great pension scheme.
- Full access to an Employee Assistance Program.
- Customer-focused, team-working environment.
About Us:
Freebridge Community Housing is the largest provider of housing in West Norfolk, set up in 2006 to receive the transfer of homes from the Borough Council of King's Lynn and West Norfolk. We own and manage around 7,000 homes across West Norfolk, making a difference to thousands of customers within communities across an area of almost 550 square miles.
We have an annual turnover of £30m and employ well over 200 people, including our own Property Services team. Our values are built around diversity, inclusivity, and customer satisfaction, and we are committed to creating a workplace where every voice is heard, valued, and respected.
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