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Complaint Resolution Specialist

2 months ago

Birkenhead, Wirral, United Kingdom MagentaLiving Full time
Complaint Resolution Officer

This is an exciting opportunity for a full-time Complaints Resolution Officer to join our Customer Experience Team on a 6-month fixed-term contract. The ideal candidate must be available to work between our core hours of 09:00 – 17:00, Monday to Friday, with hybrid and flexible working options available.

About the Role

The Customer Experience Team sits within our Multifunctional Housing Services Department, supporting the effective delivery of Magenta Living's approach to customer feedback, specifically complaints, compliments, comments, and customer satisfaction intel. The team is responsible for overseeing the registering, monitoring, and delivery of DSARs and general requests for information in line with Magenta Living's Data Protection Policy.

Key Responsibilities
  • Facilitate the resolution of customer complaints and enquiries from Members of Parliament and local Councillors, in line with Magenta Living's policy and procedural framework and any relevant external legislation.
  • Effectively case manage Magenta Living complaints, liaising with all relevant internal stakeholders and external bodies, such as the Housing Ombudsman and local Government.
  • Investigate and resolve complaints within agreed timescales, ensuring customers are kept informed throughout the process.
  • Ensure Magenta Living's services are influenced by customer insight, identifying opportunities to drive improvements through customer experience.
Requirements

We are looking for someone with a positive and enthusiastic personality, a strong focus on customer service, and previous experience in delivering a front-line customer service. Essential skills include excellent attention to detail, the ability to organise and prioritise work, and a desire to deliver a high-quality standard of work.

What We Offer
  • 26 days holiday (plus UK bank holidays)
  • Paid time off over the Christmas period
  • Pension Scheme options with up to 18% employer contributions
  • Flexible working
  • Healthcare Cash Plan
  • Well-being support and fun employee events
  • Employee Recognition programme
  • Talent Management Programmes and e-learning access to support development
  • Free parking at either our head office or main depot