Complaints Handler

**Job Title**:Complaints Handler
**Contract Type**: permanent
**Salary**: £37,070 per annum
**Working**Hours**: 35 hours per week
**Working Pattern**: Monday to Friday
**Location**: London / Hybrid

**The difference you will make as Complaints Handler**

In this role you will be managing a caseload of service requests and complaints (all stages) to ensure effective early resolution for our customers in accordance with agreed Policies, processes, standards, time scales and targets using our Customer Relationship Management system, Salesforce. You will deal with complaints from all areas of the business to ensure complaints are responded to and fully investigated within the required timeframes and in line with internal and external processes. Ideally in this role work closely with the rest of the service improvement team, and heads of service to ensure the process meets best practice and gives the best customer experience.

**About you**

We are looking for someone with:

- An empathic approach to dealing with customers.
- Strong analytical and investigation skills.
- Excellent planning and organisational skills.
- Able to work to own initiative.
- Excellent interpersonal skills and the ability to communicate both verbally and in writing, focus on plain English.
- Dispute resolution skills, and the ability to truly listen to a customer’s concerns and resolve effectively
- A ‘can-do’ attitude and solutions-driven, innovative approach
- An awareness of the risks associated with poor complaints management.
- Effective stakeholder management, both internally and external to the organisation.

**Why Riverside?**

At Riverside, we’re a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

**Working with us, you’ll enjoy**:

- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technologyA wide range of benefits

**Diversity and Inclusion at Riverside**:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

**Role profile**

**Job purpose**
- To provide a professional, responsive and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at point of contact.
- To deliver a customer centred approach to the handling of feedback and complaint resolution
- To have individual autonomy and freedom to solve customer problems.
- To provide responsive, supportive and thorough investigations to all feedback and complaints
- To ensure all investigations are in line with the appropriate policy and procedures that are in place
- To develop performance information, insights and understanding into the causes for customer feedback and to identify areas for improvement based on learning
- Work closely with the Heads of Services to identify service improvements as a result of customer feedback

**Role requires you to**:

- Manage a caseload of service requests and complaints (all stages) to ensure effective early resolution for our customers in accordance with agreed Policies, processes, standards, time scales and targets using our Customer Relationship Management system, Salesforce. You will deal with complaints from all areas of the business
- Thoroughly investigate feedback and complaints from customers showing empathy and understanding. Examine databases, files, records and liaise and meet with relevant staff in order to fully understand the events and actions leading up to the complaint.
- To ensure complaints are responded to and fully investigated within the required timeframes and in line with internal and external processes.
- Work closely with the rest of the service improvement team, and heads of service to ensure the process meets best practice and gives the best customer experience.
- Through complaint handling be able to identify and escalate any serious concerns or risks to business through the appropriate channels and to Senior Management, such as any Health & Safety or Data Protection concerns
- Actively promote and raising awareness of the feedback and complaints procedure across the organisation and the customers ensuring it is inclusiv