Senior Customer Complaints Resolution Specialist

4 weeks ago

King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time
{"title": "Senior Customer Complaints Resolution Specialist", "description": "Job Summary

We are seeking a highly skilled Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. As a key member of our customer service team, you will be responsible for managing formal complaints at stage 2 level, investigating complaints, and providing a professional response in line with the Housing Ombudsman complaint handling code.

Key Responsibilities
  • Manage formal complaints at stage 2 level through various channels of communication, taking responsibility for the complaint from start to finish.
  • Investigate complaints with the support of relevant departments and service managers, compiling a suitable response to formal complaints with a focus on the customer's experience.
  • Responsible for compiling stage 2 letters to customers and responses in line with Ombudsman guidelines, ensuring letters are concise, legally compliant, and address the complainant's issues.
  • Proactively manage own case load using own initiative, managing complex cases and potentially difficult customers with a diplomatic resolution-oriented approach.
  • Provide a monthly report to all heads of service outlining findings of complaints at stage 2 level to ensure remedial actions are delivered by relevant staff and the wider business.
Requirements
  • Background in customer services or experience gained in customer service environment.
  • Background in working with a range of customers and understanding of the needs of social housing customers.
  • Experience in complaint handling and the legal framework.
  • Strong interpersonal and communication skills.
  • High level of literacy and numeracy.
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.
  • Employee discount perks including 100s of high street discounts.
  • 25 days holiday + bank holidays (rising to 30 days after 5 years).
", "lang_code": "en"}

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