Complaints Resolution Lead

7 days ago

Derby, United Kingdom Futures Housing Group Full time

Can you turn a negative into a positive?

We’re looking for three exceptional investigators with an eye for detail and a natural talent for building relationships, to join our small Complaints Team on our mission to deliver ‘Great Places’, 'Great Services’, and ‘Great Tomorrows’.

You’ll be part of a wider Contact Centre Team who will need your support to consistently deliver effortless experiences to our customers.

You will be a driver of change by collating trend data and communicating findings to the business to inform service change preventing complaints from occurring, escalating, or reoccurring.

You’re someone with a practical approach to problem solving who, no matter what the problem or medium can communicate effectively, clearly, and accurately putting into practice those excellent Customer Complaints skills you’ve developed in your career so far.

With your proven track record you’ll be adept at investigating stage 1 and 2 complaints and preparing information for the Housing Ombudsman Futures will be the perfect platform to showcase your strong analytical and problem solving skills.

A few key points from out role profile:

  • Adopt a fair and impartial approach to visiting customers in their homes to understand the complaint and collate any evidence.
  • Make decisions on compensation and good will gestures based on individual customer impact.
  • Ensure a fair, logical, and consistent approach to agreeing compensation in line with our policies and procedures.
  • Take ownership of the complaint resolution from start to closure, ensuring that the customer is regularly kept informed of progress.
  • Prepare high level written complaint responses fit for scrutiny from the Housing Ombudsman Service.
  • Keep accurate records and evidence of the investigation, compliance with the HOS Complaint Handling Code and correspondence with the customer on
  • the relevant in-house systems.
  • Prepare documentation requested by the Housing Ombudsman Service.
  • Prepare detailed reports and share learnings from complaints to prevent repeat complaints from occurring including with the senior management team.

Sounds like me, so what are you offering?

If you’re successful, you’ll be joining a dynamic organisation with an amazing culture. We offer competitive benefits that include private healthcare options, discount schemes and with a big emphasis on health and well-being. You’ll have great opportunities to grow and develop, personally and professionally, but the greatest reward will be knowing you’re helping people and communities across our region to thrive.

Your weekly hours of work would be 37, Mon - Fri, paid monthly. You'll also get 25 days holiday plus bank holidays and concessionary days holiday at Christmas.

We’re proud to be Investor in People Platinum award – the highest of IiP accreditation. The award recognises organisations which are passionate about making sure all employees get the best experience at work.

To start your Futures Journey take a look at our Role Profile. Please note we may contact candidates or close the vacancy prior to the closing date.

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