Senior Complaint Officer

**About us**

We're Abri, a housing association based in the south of England. One of the largest in fact. We've got 35,000 homes and 1,500 colleagues. And if all our 80,000 residents lived in the same place, we'd have a town roughly the size of Guildford.

We’re a passionate bunch. We think we can make a real difference. Homelessness, poverty, inequality, a lack of affordable housing. They’re all linked. They’re issues that affect so many, young and old alike. And we don’t think that’s right. We want to give people the chance to dream big and be who they want to be. Homes are at the heart of everybody’s lives. And we exist to help make good homes, and good lives a reality for everyone.

**About you**

We’ve all got different backgrounds, strengths and experiences. But we share the same values. It’s these shared values that bring us together as one team.

Our colleagues embrace these every day. **Be the difference** to our customers and colleagues, **always curious** and look for better solutions,** achieve together **by working in partnership with others,** own it openly** through working with others in an open and honest way, and finally **embrace possibility **and see changes and challenges as welcome opportunities.

If you share our values and want to make a real difference in the world, you’re on to a winner and we’d love to hear from you

**Your new role**

We’re delighted to announce we're looking for two Senior Complaint Officers to join our fantastic Customer Relations Team.

Abri’s Customer Relations Team is dedicated to resolving customer complaints, both orally and in writing, in a timely manner. The Team is also responsible for ensuring that issues that could affect other customers are identified and fed back.

Senior Complaint Officers support customers through the final stages of Abri’s internal complaints journey (at Stage 2), investigating cases on their individual merits, and coming to a decision on the outcome of the case.

Senior Complaint Officers also handle and respond to Housing Ombudsman requests for information (enquires and investigation packs), ensuring that all information is collated and prepared to a good quality and provided to the Housing Ombudsman within the required timeframe.

If you’re looking for the opportunity to join a team as committed as you are to going the extra mile and providing a customer experience that’s always above and beyond, we want to hear from you

**What you can expect from us**

We want our colleagues at all levels to be bold, inspiring and not afraid to speak up and be their authentic selves.

Your wellbeing is really important to us, so you can expect a competitive reward package to ensure you and your family are supported at work and at home.

We’ll work with you to help you reach your goals through personal development plans and our in-house People Development team.

Depending on your role you may need to work a set shift pattern, or you may have greater flexibility to choose when and where you work. Either way, we strive to ensure all colleagues have a degree of flexibility to attend life’s important events.

**Be yourself**

Abri is committed to promoting an inclusive culture. We want our colleagues to bring their individual differences, life experiences and knowledge into the workplace and we welcome their contribution to our amazing company. Everyone is different, everyone is unique.

**To our agency friends**

We already have a number of carefully selected agency partners who know our business well and who support our in-house recruitment team during exceptionally busy periods. We’re not looking to add to our preferred supplier list right now but if you’d like to be considered at a future date please don’t hesitate to register on our procurement portal.