Customer Service Liaison Officer

2 days ago


Metropolitan Borough of Solihull, United Kingdom We Manage Jobs(WMJobs) Full time

About Us

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Solihull Community Housing is a leading provider of homes and support services for over 10,000 customers in the Solihull Borough. Our Customer Contact Centre offers a high-quality service to all our customers, handling a wide range of queries including repairs, rent accounts, housing management, and homelessness.

We are creating a new Complaints team, seeking exceptional individuals with a positive approach, outstanding customer service skills, and the ability to investigate and respond to complex matters.

The Role

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As a key member of our Complaints Team, you will handle Stage 1 complaints, supporting customers and collaborating with colleagues to resolve issues. You will report to the Complaints Resolution Manager and work closely with them to identify learning from complaints and share findings with the business to drive service improvement.

You will foster and nourish a positive complaints culture, being proactive and customer-focused throughout every step of the process.

Key Requirements

  • Excellent customer service skills
  • Excellent letter writing skills
  • Ability to review evidence and summarise findings
  • Knowledge of the Housing Ombudsman Code
  • Focused and self-motivated to achieve demanding deadlines

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

Solihull Council has a responsibility for, and is committed to, safeguarding and promoting the welfare of children, young people, and adults at risk, and requires all staff and volunteers to share this commitment.

Salary: £25,000 - £30,000 per annum



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