Customer Complaints Handler Contract

We have an exciting and new opportunity for a **Customer Complaints Handler** who will be providing a point of contact for our complainants, leading, and coordinating investigations and responses, and most importantly keeping the customer upto date with the progress of their complaint. We are passionate about empowering our people to be the best they can be and are committed to a culture of inclusivity where colleagues are "free to be me". Not only this, but we aim to put our people first by offering hybrid/agile working, a great pensionscheme (up to 12% employer contributions) and many other benefits which show our appreciation for the hard work that everyone puts in here. We each work to our Freebridge Values; Working Together, Empowerment, Integrity, Customer Focus and Enthuasiasm. In line with our five-year strategy, which we are now in the second year of, we are looking to build 750 new homes by 2026 This five-year strategy will drive us towards our long-term ambitions for the next 10-20 years and these first five years will becritical in laying the groundwork, investing in properties and people, hitting new targets and really making a difference. Freebridge Community Housing is the largest provider of housing in West Norfolk, set up in 2006 to receive the transfer of homes from the Borough Council of King's Lynn and West Norfolk. Today, we own and manage around 7,000 homes across West Norfolk, makinga difference to thousands of customers within communities across an area of almost 550 square miles. We have an annual turnover of £30m and employ well over 200 people, including our own Property Services team. Over the last 14 years, there have been numerousachievements, not least delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. Please note this role is on a **12 month fixed term contract**. **Requirements**: - Manages formal complaints received through various channels of communication, taking responsibility for the complaint from start to finish, providing a professional response in line with the Housing Ombudsman complaint handling code - Keeps customers informed at all times, to provide a fair and consistent delivery of our complaints service, giving due consideration to compensation where relevant and within specified authorisation levels - Investigates, with the support of the relevant departments and service managers, all complaints and compile a suitable response to formal complaints with a focus on the customers experience aiming for early resolution where possible and ensuring all communicationsare fully documented - Works with other areas of the business to learn from outcomes of complaints and findings and to ensure remedial actions from complaints are delivered by relevant staff and the wider business with learnings being recorded - Ensures that accurate data is recorded regarding all cases and managed well through relevant systems **Knowledge & Experience** - Delivery against targets and deadlines - Working knowledge and experience of MS Office (Especially Word, Excel and Outlook) - Background in customer services or experience gained in customer service environment - Background in working with a range of customers and understanding of the needs of social housing customers - The local area & context within which Freebridge Community Housing operates **Benefits** - £25,413 per annum (12 month FTC) - Great Pension Scheme - Full access to an Employee Assistance Program - Customer focused, team working environment - Employee discount perks - 25 days holiday + bank holidays (rising to 30 days after 5 years)