Complaints and Resolution Officer

**Complaints and Resolution Officer**

**Location**: Hemel Hempstead (Hybrid)
**Salary**: £39,822
**Hours**: Full-time

Are you passionate about making a difference in people's lives? Do you have a knack for resolving issues with empathy and efficiency? If so, Hightown has an exciting opportunity for you to join our newly established Complaints and Resolution team

**About Us**:
Hightown is a charitable housing association dedicated to providing homes and support to those in need across Hertfordshire, Bedfordshire, and Buckinghamshire. With over 9,000 homes and a team of more than 1,000 dedicated staff, we are committed to building new homes and delivering excellent housing and support services.

**The Role**:
As a Complaints and Resolution Officer, you will be at the forefront of our mission to provide exceptional customer service. It is important that you have previous complaints handling experience, preferably within the social housing sector. Your role will involve:

- ** Listening and Responding**: Be the first point of contact for customers expressing dissatisfaction, ensuring their concerns are heard and addressed promptly.
- ** Investigating and Resolving**: Work closely with customers, colleagues, and contractors to investigate complaints, identify service failures, and provide comprehensive responses.
- ** Building Relationships**: Use your excellent communication skills to build constructive relationships with customers, resolving concerns at the earliest opportunity.
- ** Ensuring Compliance**: Follow the Housing Ombudsman Service's Complaints Handling Code, ensuring all deadlines are met and processes are followed meticulously.
- ** Driving Improvement**: Identify and share learning opportunities from complaints to promote continuous service improvement.

**Key Responsibilities**:

- Administer Hightown's complaints handling process, including logging, tracking, and recording outcomes.
- Engage proactively with colleagues to gather information and respond to complaints effectively.
- Provide feedback to customers on changes made due to lessons learned from complaints.
- Support the Complaints and Resolution Manager with annual submissions and performance reports.
- Liaise with external agencies to ensure successful resolution of complaints.

**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.
- ** Communication**:Excellent written and verbal communication
- ** Knowledgeable**: You stay updated on current legislation, regulatory requirements, and best practices and ideally have experience in housing.
- ** Experience**: You have previous experience in investigating complaints and demonstrating your ability to handle complex issues and provide thorough resolutions.

**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**: £39,822 per annum for a 35-hour week.
- ** Monthly Attendance Bonus**:

- ** Flexible working**: Hybrid working after 3 months service
- ** 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 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