Current jobs related to Complanits Handler - Birmingham - Niyaa People Ltd

Job DescriptionWe're currently recruiting for a Complaints Handler to join a leading housing organisation on a 3-month contract, with the potential for extension. This role is designed to lead, investigate, and resolve complaints in a fast-paced environment, working closely with customers, business leads, and external contractors to seek early resolution. The Complaints Handler will also play a proactive role in identifying and addressing root causes to reduce complaints at source.This is a full-time, 3-month contract position, with the opportunity for professional development and career progression.Key responsibilities for the Complaints Handler:Triaging, investigating, and resolving assigned complaints efficiently, working with customers and relevant business teamsMonitoring personal performance against team Key Performance Indicators (KPIs) to ensure effective complaint resolutionProducing monthly case studies on service failures across the business, working with managers to address service improvement areasEngaging with stakeholders across the organisation to negotiate practical solutions and drive service innovationAnalysing and interpreting data from various sources and presenting it clearly to both internal and external audiencesCommunicating effectively with customers, both internal and external, through a variety of channels, including complex written reportsSupporting the Quality and Customer Experience Manager in driving process changes to improve customer outcomesTaking a structured, consistent approach to problem-solving, ensuring quality, customer satisfaction, and efficiencyCoaching and training colleagues in complaint management and data requirementsRequirements for the Complaints Handler Position:Excellent levels of numeracy and literacyEvidence of formal complaints or dispute resolution training (desirable)Negotiation skills training (desirable)Proven experience of dealing with high-volume, complex complaintsKnowledge of the Housing Ombudsman's complaint handling code (desirable)Ability to challenge senior colleagues to deliver required information and evidenceDemonstrated experience in identifying root causes of complaints and prioritising key items for resolutionExperience of drafting concise, clear response outcome letters that are easily understoodProven ability to use a range of communication and tracking channels to auditable standardsThe Complaints Handler role is offering the following benefits:Location: Hybrid working options (1 day from home)Hours: 35 hours per week Monday to FridayContract: 3-month contract with the potential for extensionStart Date: ASAPPay Rate: £27.00 per hourTo apply or find out more, please contact Ryan on (phone number removed) or email (url removed)