Complaints Officer

6 days ago


Bedford, United Kingdom James Andrews Recruitment Solutions Full time

We are currently partnering with a Housing Association based in Bedfordshire, who are recruiting for a Complaints Officer to join their growing team on a 3-month basis. This is a full-time position with an hourly rate of £26 per hour via an Umbrella company.The ideal candidate will have experience dealing with complaints for a Housing Association, have dealt with Housing Ombudsman and have a basic DBS dated within the last year or be willing to have a new application carried out. Duties will include (but are not limited to): Allocating work to the team and approving work outputs to meet priorities and deadlines; managing and monitoring outputs to meet quality and performance standards Providing the administration, recording and triage of customer, MP and Housing Ombudsman Service complaints and enquiries Supporting the Business Insights Team and the wider organisation in delivering accurate customer feedback and lessons learnt from complaints Providing weekly, monthly and quarterly data preparation, data checks and delivery to enable the collection of meaningful and timely data from customersIdentifying emerging issues or patterns relating to customer, MP and Housing Ombudsman Service complaints, including stage 0 Offering guidance and support to colleagues on tone of voice and the use of management systems, policies and procedures related to complaints Investigating low level complaints and dealing with actions that require immediate attention following a complaint Contributing to the effective analysis of customer complaints and Housing Ombudsman queries, by presenting data and information which identify trends and lessons learnt to avoid repeating common mistakes Reviewing and action the complaints customer satisfaction feedback Providing cover and support for the wider Customer Insights team on SARs, CSATs & complaintsManaging the Insights Team complaints inbox and work with the Hubs on the enquires inbox, ensuring all enquiries received are assessed before allocation of cases to responsible teams Expertise required: Experience working within social housingExperience with the Housing Ombudsman Service Working hours: 37 hours per week Monday - Friday9am-5pm (Flexible) Please note that you require recent experience to apply for this role.James Andrews is acting as an employment agency and business in relation to this role.At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.Don't forget our recommendation scheme: Recommend a friend or colleague to us and receive up to £100 each once they have completed 20 days in a role via James Andrews Terms and conditions apply, contact us for details.



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