Corporate Complaints and Insight Coordinator

**Corporate Complaints and Insight Coordinator**
We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs. We are part of Riverside, a group of complementary businesses with a charitable housing association at its core. We believe in creating places that people can call home, supporting people to live well and building lasting homes and communities.

The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

**Join our Customer Services team as a Corporate Complaints and Insight Coordinator**

Our Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.

We’re an organisation with strong values. We Care, We are Inclusive and We are Trusted. This is what makes us such a great team, working together as one to achieve our vision of Transforming Lives, Revitalising Neighbourhoods

**The role**
We have a fantastic opportunity for someone to join us in the position of Corporate Complaints and Insight Coordinator in London.

The Corporate Complaints & Insight Coordinator role is pivotal to the success of delivering a first-class customer experience at One Housing. This role is central to the seamless management and delivery of the overall complaints & insight function. As brand ambassador for the team, you will work with our customers, internal and external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement.

**Salary**: £30,000 - £35,000
**Location**: Hybrid, 2 days at home and 3 days office based (Camden)
**Contract**: 6-month Fixed Term Contract

Your responsibilities will include:

- Ensure the accurate and timely recording of customer complaints as they come into the organisation, in line with our policy, procedures and performance measures.
- Provide informal advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence.
- Provide and maintain both written and verbal communication to complainants in the management of their complaint and in line with our procedures
- Act as Business Champion supporting our internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution & Complaint Handling Code.
- Coordination and facilitation of Housing Ombudsman referral packs in line with complaint handling code requirements.
- Utilise customer satisfaction results and the “voice of our customer’s” surveys to drive continuous improvements to services.
- Provide advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence.
- Regularly update the relevant IT systems and databases to ensure that records of complaints, expressions of dissatisfaction and enquiries are accurate and up-to date.
- Challenge and escalate concerns identified in relation to poor complaint case handling.

**What you will need to succeed**
We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly.
- Experience of working within a complaint’s environment
- Be able to handle all types of contact and relationships with ease remaining calm under pressure, inspiring confidence in your ability and demonstrating commitment to excellent partnership working.
- Highly organised and great at prioritising in a busy environment.
- A confident communicator who can sell the most difficult message, reassure the most vulnerable resident and breathe life into the most boring topic, at ease at presenting to wide audiences, and able to speak confidently at external meetings.
- Someone who demonstrates a high level of professionalism in their work at all times, working with mínimal supervision to complete tasks accurately the first time.
- A pro-active problem solver who can identify and resolve issues quickly and calmly.
- Resilient and ready to take responsibility when things go wrong, maintaining a professional approach.
- Educated to a good standard in English and Maths, highly literate and confident working with numbers and