Complaints Assistant

3 days ago

Hemel Hempstead, United Kingdom Hightown Housing Association Full time

**Complaints Assistant**

**Location**: Hemel Hempstead
**Salary**: £27,663
**Hours**: Full-time (Hybrid)

Do you have strong administration skills and would like to be part of a new team that delivers high-quality customer service? If so, Hightown Housing Association has an exciting opportunity for you

**About Us**:
Hightown Housing Association is a charitable housing association operating across Hertfordshire, Bedfordshire, Buckinghamshire, and Berkshire. We believe everyone deserves a home and the support they need. Our mission is to build new homes and provide excellent housing and support services.

With over 9,000 homes and a team of more than 1,100 dedicated staff, we are committed to making a positive impact in our communities.

**The Role**:
As a Complaints Assistant, you will play a crucial part in supporting the Complaints & Resolution Manager and the wider Complaints & Resolutions Team. Your responsibilities will include:

- ** Administrative Support**: Provide essential administrative support, including taking calls from customers and acknowledging complaints in writing.
- ** Complaints Log Management**: Coordinate and administer the Complaints Log, ensuring it remains up-to-date and accurate.
- ** Data Input and Record Keeping**: Input data, process information, and maintain the Complaints and Compliments logs with precision.
- ** Monitoring and Follow-Up**: Regularly monitor and chase progress on commitments made during and after complaints investigations.
- ** Customer Engagement**: Champion excellent customer service and engagement within the organisation.

**Key Responsibilities**:

- Support the team to ensure a robust and consistent approach to complaint handling.
- Provide administrative support to the Customer Complaints Scrutiny Panel and Quarterly Complaints Lessons Learnt meetings by taking minutes at meetings and sharing feedback.
- Assist with collating responses to Subject Access Requests.
- Complete complaints closure surveys with customers and support data collection.
- Collaborate across the organisation to gather information and produce reports.
- Promote customer engagement and excellent service within the wider organisation.

**About You**:

- ** Empathetic and Customer-Focused**: You understand the importance of listening and responding to customer needs with empathy.
- ** Detail-Oriented**: You have a keen eye for detail and ensure all records and documentation are accurate.
- ** Proactive and Collaborative**: You work well with others and take initiative to resolve issues efficiently.
- ** Confident**: You will be confident chasing colleagues and customers for information to ensure deadlines are met.

**What We Offer**:

- ** A Supportive Environment**: Join a team that values collaboration and mutual support.
- ** Professional Growth**: Opportunities for training and development to enhance your skills.
- ** Annual leave**: 33 days including Bank Holidays (increasing with service)
- ** Competitive Salary**: £27,663 per annum for a 35-hour week.
- ** Monthly Attendance Bonus**:

- ** Workplace Pension Scheme**: And life assurance cover of three times your annual salary.
- ** Discounts and Savings**: High street retailers, gyms, restaurants, and cinemas.
- ** Employee Support**: Health & wellbeing services.
- ** Free On-site Gym Access**

**Join Us**:
If you are ready to make a meaningful impact and be part of a new team that is dedicated to providing excellent housing and support services, we want to hear from you

**Hightown is an Equal Opportunities & Disability Confident Employer

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