Complaints Resolution Specialist

2 weeks ago


Leicester, Leicester, United Kingdom PA Housing Full time
Job Description

We are seeking a skilled Complaints Advisor to enhance our residents' experience by effectively managing and resolving complaints and inquiries across various communication channels.

Key Responsibilities:

  • Allocate work to the team to meet priorities and deadlines, managing and monitoring outputs to meet quality and performance standards.
  • Triage customer, MP, and Housing Ombudsman Service complaints and enquiries.
  • Be responsible for being the first point of contact for residents, acknowledging and understanding their complaint and impact this has on them, ensuring this information is shared to the appropriate colleagues so they are able to fully investigate the complaints.
  • Support the Complaints team and the wider organisation in delivering accurate customer feedback and lessons learnt from complaints.
  • Provide regular feedback on emerging issues or patterns relating to customer, MP, and Housing Ombudsman Service complaints.
  • Deal with actions that require immediate attention following a complaint and escalate it to the appropriate team to action.
  • Review and action the complaints customer satisfaction feedback.
  • Manage the Team complaints inbox and work with the Hubs on the enquiries inbox, ensuring all enquiries received are assessed before allocation of cases to responsible teams.

Requirements:

  • Proficient in advanced Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
  • Capable of producing timely and accurate numeric and written information, consistently meeting high-quality standards.
  • Strong communication skills, ensuring effective interaction with colleagues and residents.
  • Experienced in using housing management IT systems (such as CRM and Northgate) to accurately record and maintain information.
  • Knowledgeable in complaint handling processes and relevant complaint handling codes.
  • Familiar with housing management and customer experience (CX) systems.
  • Demonstrated experience in performing a variety of office administrative tasks.
  • Previous experience in social housing or a complaint resolution environment is highly advantageous.

About PA Housing:

PA Housing is a leading provider of affordable housing in the UK. We are committed to delivering exceptional customer service and providing our residents with a safe and supportive living environment.



  • Leicester, Leicester, United Kingdom PA Housing Full time

    Job SummaryWe are seeking a highly skilled Complaints Resolution Specialist to join our team at PA Housing. As a key member of our customer experience team, you will play a vital role in ensuring that our residents receive exceptional service and support.Your primary responsibility will be to manage and resolve complaints and enquiries in a timely and...


  • Leicester, Leicester, United Kingdom IOSH Full time

    About the RoleWe are seeking a skilled Complaint Co-ordinator to join our team at IOSH. As a key member of our customer service team, you will play a vital role in resolving customer complaints in a timely and effective manner.Your primary responsibility will be to investigate and resolve customer complaints, ensuring that every issue is addressed to the...


  • Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesManage and resolve complaints and enquiries across...


  • Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesManage and resolve complaints and enquiries across...


  • Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesManage and resolve complaints and enquiries across...


  • Leicester, Leicester, United Kingdom Stonewater Full time

    Pilot Scheme for Enhanced Complaint ResolutionWe're seeking a Senior Homes Complaints Resolution Specialist to join our Customer Relations Team at Stonewater. This role is a pilot scheme to increase the satisfaction and quality of our responses to complex stage two complaints related to our repairs and planned investment services.The successful candidate...


  • Leicester, Leicester, United Kingdom IOSH Full time

    About the RoleWe are seeking a skilled Complaint Co-ordinator to join our team at IOSH. As a Complaint Co-ordinator, you will play a pivotal role in resolving customer complaints in a timely and effective manner. Your exceptional communication skills and attention to detail will be crucial in investigating and resolving complaints to the satisfaction of our...


  • Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesAllocate work to the team to meet priorities and...


  • Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesAllocate work to the team to meet priorities and...


  • Leicester, Leicester, United Kingdom IOSH Full time

    About the RoleWe are seeking a highly skilled and detail-oriented individual to join our team as a Complaint Co-ordinator. As a key member of our customer service team, you will be responsible for resolving customer complaints in a timely and effective manner.Key ResponsibilitiesInvestigate and resolve customer complaints in a fair and efficient...


  • Leicester, Leicester, United Kingdom IOSH Full time

    About the RoleWe are seeking a highly skilled and detail-oriented individual to join our team as a Complaint Co-ordinator. As a key member of our customer service team, you will be responsible for resolving customer complaints in a timely and effective manner.Key ResponsibilitiesInvestigate and resolve customer complaints in a fair and efficient...


  • Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesAllocate work to the team to meet priorities and...


  • Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesAllocate work to the team to meet priorities and...


  • Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to enhance our residents' experience by effectively managing and resolving complaints and inquiries across various communication channels.As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired...


  • Leicester, Leicester, United Kingdom Yü Group Full time

    Job DescriptionWe are seeking a skilled Complaints Management Professional to join our team at Yü Energy. As a Complaints Resolution Expert, you will be responsible for managing complaints from beginning to end, ensuring an excellent standard of service is provided and maintained to our customers.Key ResponsibilitiesManage complaints and customer...


  • Leicester, Leicester, United Kingdom Next Full time

    Job Summary:We are seeking a skilled Customer Service Resolution Specialist to join our Retail Escalations Team. As a key member of our team, you will be responsible for investigating customer complaints, liaising with various areas within the business, and achieving resolutions within agreed timescales.Key Responsibilities:Investigate customer complaints...


  • Leicester, Leicester, United Kingdom IOSH Full time

    About the roleWe are seeking a skilled Complaint Co-ordinator to join our team at IOSH. As a key member of our customer service team, you will be responsible for resolving customer complaints in a timely and effective manner.Key responsibilities include:Managing customer complaints across multiple channelsConducting thorough investigations and documenting...


  • Leicester, Leicester, United Kingdom IOSH Full time

    About the roleWe are seeking a skilled Complaint Co-ordinator to join our team at IOSH. As a key member of our customer service team, you will be responsible for resolving customer complaints in a timely and effective manner.Key responsibilities include:Managing customer complaints across multiple channelsConducting thorough investigations and documenting...


  • Leicester, Leicester, United Kingdom Yü Group Full time

    About the RoleWe are seeking an experienced Complaints Management Advisor to join our team. As a key member of our Customer Success Team, you will be responsible for managing complaints from beginning to end, ensuring an excellent standard of service is provided and maintained to our customers.Key ResponsibilitiesManage complaints and customer escalations in...


  • Leicester, Leicester, United Kingdom fish4.co - Jobboard Full time

    Health and Safety Coordinator (Interim) **Job Summary** We are seeking a highly skilled Health and Safety Coordinator to join our team on an interim basis. As a key member of our team, you will be responsible for developing and implementing health and safety policies and procedures, managing new hire induction safety training, and ensuring compliance with...