Senior Homes Complaints Officer

2 days ago

Kenilworth, Warwickshire, United Kingdom Stonewater Full time
Senior Homes Complaints Officer

We are seeking a highly skilled and experienced Senior Homes Complaints Officer to join our Customer Relations Team at Stonewater. As a key member of our team, you will be responsible for investigating and resolving complex stage two complaints related to our repairs and planned investment services.

Key Responsibilities:

  • Investigate and resolve complex complaints in accordance with the Housing Ombudsman Service's Complaint Handling Code
  • Work closely with contracting partners to identify service failures and resolve outstanding issues
  • Communicate effectively with customers, both verbally and in writing, to ensure their concerns are addressed
  • Prioritize customer satisfaction and work to improve our customers' experience of our complaints service

Requirements:

  • Strong understanding of social housing providers' repairs obligations
  • Experience of resolving complaints in a customer-facing role
  • Excellent communication and interpersonal skills
  • Ability to work independently and as part of a team

About Stonewater:

We are a leading social housing provider, committed to making things personal for our customers. We are proud to offer a supportive and inclusive work environment, where you can grow and develop your career.

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