Senior Customer Complaints Resolution Specialist
2 weeks ago
We are seeking a highly skilled and experienced Senior Customer Complaints Resolution Specialist to join our team at Freebridge Community Housing. As a key member of our organization, you will play a critical role in delivering a consistent, fair, and impartial complaints investigation process for our customers.
Key Responsibilities- Manage Formal Complaints: Investigate and resolve formal complaints at stage 2 level, providing a professional response in line with the Housing Ombudsman complaint handling code.
- Investigate and Compile Responses: Investigate all complaints, compile suitable responses, and ensure all communications are fully documented.
- Proactively Manage Case Load: Proactively manage your case load, using your own initiative to manage complex cases and potentially difficult customers, with a diplomatic resolution-oriented approach.
- Provide Monthly Reports: Provide a monthly report to all heads of service outlining the findings of complaints at stage 2 level, ensuring remedial actions are delivered by relevant staff and the wider business.
- Background in Customer Services: Background in customer services or experience gained in a customer service environment.
- Understanding of Social Housing Customers: Background in working with a range of customers and understanding of the needs of social housing customers.
- Complaint Handling Experience: Experience in complaint handling and the legal framework.
- Strong Interpersonal and Communication Skills: Strong interpersonal and communication skills.
- High Level of Literacy and Numeracy: High level of literacy and numeracy.
- Competitive Salary: £31,213 per annum.
- Full Time Hours: Full time of 37 hours a week, Monday to Friday.
- Great Pension Scheme: Great Pension Scheme.
- Employee Assistance Program: Full access to an Employee Assistance Program.
- Customer Focused Environment: Customer focused, team working environment.
- Employee Discount Perks: Employee discount perks including 100s of high street discounts.
- Holiday Entitlement: 25 days holiday + bank holidays (rising to 30 days after 5 years).
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King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time{"title": "Senior Customer Complaints Resolution Specialist", "content": "Job SummaryWe 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,...
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King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time{"title": "Senior Customer Complaints Resolution Specialist", "content": "Job SummaryWe 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,...
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