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Senior Homes Complaints Officer
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Senior Homes Complaints Officer
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Leicester, Leicester, United Kingdom Stonewater Full timeJob Title: Senior Homes Complaints OfficerWe 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...
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Senior Homes Complaints Officer
2 months ago
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.
About the RoleThe ideal candidate will have significant experience in complaint handling in social housing, including investigating and responding to complex stage two cases. You will have a strong understanding of repair obligations for social housing providers, Housing Health Safety Rating System (HHSRA), Awaab's Law, Legal Disrepair, and Homes Fitness for Human Habitation Act. Your excellent communication and written skills will enable you to constructively lead cross-departmental and external meetings to present complex cases and solutions.
Key Responsibilities- Investigate and resolve complex stage two complaints related to repairs and planned investment services.
- Work collaboratively with colleagues across the Homes team and contracting partners to prioritize complaints within their own caseload and the wider workflow.
- Constructively lead cross-departmental and external meetings to present complex cases and solutions.
- Coach and upskill colleagues to improve their complaint resolution skills.
- Utilize housing and repairs management systems, CRM, and other IT systems to inform and fully document complaint investigations.
- Significant experience in complaint handling in social housing, including investigating and responding to complex stage two cases.
- Strong understanding of repair obligations for social housing providers, Housing Health Safety Rating System (HHSRA), Awaab's Law, Legal Disrepair, and Homes Fitness for Human Habitation Act.
- Excellent communication and written skills.
- Ability to work in a fast-paced environment, managing competing priorities and deadlines.
- Commitment to customer service and Stonewater's Customer Promise.
Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references, and possession of a valid Right to Work document. We offer a competitive salary and benefits package, as well as opportunities for professional development and growth within the company.
