Customer Complaints Resolution Specialist

7 days ago


Leeds, Leeds, United Kingdom Yorkshire Housing Full time
We are seeking a dedicated Complaints Officer to join our Customer Experience Delivery team at Yorkshire Housing. As a key point of contact for customers who have raised formal complaints, you will be a true customer champion, ensuring the fairest outcome. Your role will be integral to the coordination and effective management of our customer feedback service, working collaboratively with the complaints team to ensure customers receive a great customer experience. Key Responsibilities:
  • Providing exceptional customer service and communication, particularly in writing clear and effective complaint outcome letters.
  • Collaborating with other teams and colleagues to ensure customer feedback is dealt with through the correct processes, within policy timescales and in-line with the Housing Ombudsman's Complaint Handling Code.
  • Managing and dealing with customer dissatisfaction and investigating complaints.
  • Maintaining a flexible approach and personal values that align with YH's values.
  • Knowledge of complaints handling best practice within the social housing sector, including knowledge of the Housing Ombudsman's scheme and the Complaint Handling Code.
Requirements:
  • Knowledge of social housing consumer regulation and tenant satisfaction measures.
  • Experience of working in the social housing sector, ideally with The Housing Ombudsman.
  • A positive complaints handling focus and passion to put things right.
  • A creative and quick thinker with an innovative approach to finding opportunities, solutions and reacting quickly to changing or challenging situations.
  • Experience of producing quality customer communication through all contact channels.
What We Offer:
  • 25 days annual leave (rising annually to 30 days) plus Bank Holidays.
  • A wellbeing support package, including access to a library of free fitness classes, an instant My GP service and free counselling sessions with a trained professional.
  • A diverse and inclusive work environment where everyone can contribute their best work and be themselves.


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