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Complaint Resolution Specialist
2 months ago
About the Role
We are seeking a skilled Complaints 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 a caseload of complaints and working with stakeholders to deliver effective resolutions.
Key Responsibilities
- Manage a caseload of complaints and ensure effective early resolution for our customers in accordance with agreed policies, processes, and standards.
- Investigate complaints thoroughly, showing empathy and understanding, and examine databases, files, and records 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.
- Identify and escalate any serious concerns or risks to business through the appropriate channels and to Senior Management.
- Actively promote and raise awareness of the complaint's procedure across the organisation and the customers.
- Ensure all complaint documentation and record keeping is accurately maintained on the customer relationship management system.
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.
- 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.
About Us
The Riverside Group is a leading provider of affordable housing across the UK, with a commitment to delivering high-quality services to our customers. We are passionate about making a positive impact on the lives of our customers and the communities we serve.
What We Offer
- Competitive pay and benefits package.
- Opportunities for career development and progression.
- A supportive and collaborative work environment.
- The chance to make a real difference to the lives of our customers.