Complaints Taskforce Officer

6 days ago

Dartford, United Kingdom Moat Homes Full time

**What does a Complaints Officer do?**

You’ll provide an efficient, effective and proactive service, working collaboratively with other teams around the business ensuring that all complaints are considered from both a customer and corporate perspective. This will include:

- Undertaking root cause analysis on complaints received and ensure that lessons learnt from complaints are clearly identified. Working with managers across the organisation to ensure that system/process improvements are embedded to reduce and eliminate future service failures.
- Working closely with Teams around the organisation to ensure effective investigation and resolution of formal complaints within published timescales.
- Leading on investigations of composite complaints, coordinating responses from different departments and acting as first point of contact for the customer.
- Producing high quality written complaint correspondence.
- Highlighting to the Complaints Taskforce Manager and Head of Complaints Taskforce, any themes, issues, or risks seen within complaints.
- Coordinating the production of information requests from the Housing Ombudsman.

**What are we looking for?**
- Experience of working in Social Housing and an awareness of the Social Housing White Paper.
- A good standard of education with strong verbal and numeracy skills.
- Excellent communication with the ability to adapt your approach to a diverse range of colleagues and customers.
- Ability to demonstrate effective complaint handling and problem solving.
- Attention to detail.
- Able to use MS Office suite, particularly MS Word and Excel.
- Access to transport or a full driving licence.
- Desirable to have an awareness of the social housing sector.

**In return for your hard work, we will reward you with**:

- Salary of up to £36,222 dependent on experience plus £2,070 Essential Car User Allowance per annum
- Full time
- Permanent contract
- Generous annual leave entitlement
- Pension scheme and life insurance
- Health and wellbeing including an employee assistance programme and a selection of optional initiatives

We are an agile workforce so this role will be based at our Mariner House Office in Dartford with the ability to work from home for part of the week.
**Interested in applying?**

**Job Types**: Full-time, Permanent

**Salary**: Up to £36,222.00 per year

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