Complaints Officer

4 days ago

BurtonOnTrent, United Kingdom Trent & Dove Housing Full time

We are committed to providing excellent customer service and ensuring that our customers’ voices are heard. Our complaints service is built on a culture of trust, transparency, and respect.

This is an exciting opportunity for someone passionate about resolving issues and improving services for our residents to join our dedicated team. As a Complaints Officer, you will play a pivotal role in handling and resolving customer complaints. Working with colleagues from across the business, you will ensure that all complaints are investigated promptly, fairly, and thoroughly, and that a satisfactory resolution is achieved in line with our policies and values.

The role requires you to:

- Maintain accurate records of complaints, responses, and outcomes and be able to identify trends and actionable insights for the business.
- Respond to complaints professionally and provide clear, concise responses to customers regarding their concerns.
- Ensure full compliance with the Housing Ombudsman’s Complaint Handling Code.
- Provide expert advice and guidance to the business where required and work collaboratively with them to resolve issues and improve service delivery.

You will have:

- An excellent knowledge of the Complaint Handling Code.
- Experience in implementing learning and best practice from the HOS.
- The ability to manage multiple cases and priorities.
- Strong investigative and problem-solving skills.
- Proven ability of complaint handling in a highly regulated environment.
- Excellent customer service and communication skills.

We offer well maintained, affordable homes across East Staffordshire, South Derbyshire, and North West Leicestershire.

Over 6,000 properties, ranging from sheltered accommodation to family homes and everything in between.

We are driven to make a difference to people's lives and reduce homelessness in our region. By providing affordable homes and a wide range of supporting services we enable people and communities to thrive and enjoy life. Our Mission is to Transform Homes, Lives, and Communities in our region, and for more than 21 years now that is exactly what we have been doing.

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