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Complaints Resolution Specialist

1 month 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.