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Customer Complaints Officer

1 month ago

Leicester, United Kingdom Stonewater Full time

12 Month Fixed Term Contract

Here at Stonewater, we are now looking for a Customer Complaints Officer to join our Customer Relations Team, which delivers our customer complaints service.

As our Customer Complaints Officer, you will work with customers, colleagues and contractors to respond to complaints. You’ll use your listening and communication skills to build constructive relationships with customers so you can understand their concerns.

You’ll work with service areas to investigate the issues they’ve raised, and identify whether we’ve made mistakes leading to service failure. You’ll follow the Housing Ombudsman Service’s Complaint Handling Code, ensuring we meet deadlines for acknowledging and responding to complaints. You’ll also be responsible for writing formal responses to customer complaints, using your excellent written communications skills to craft comprehensive and empathetic replies in Stonewater’s tone of voice.

To be successful in this role, you’ll need to demonstrate a passion for customer service, showing sophisticated influencing and negotiation skills. You will be responsive to changing customer needs and be compassionate, managing challenging conversations with customers.

This is a fantastic opportunity for you to bring your passion and energy to specific types of customer enquiries, developing our National service model and helping us to maintain a personal, locally sensitive offer to customers.

The ideal candidate will:

Have proven customer service experience. Have an understanding of managing complaints in social housing and knowledge of the Housing Ombudsman Service. Have experience of safeguarding and managing cases involving people who may have a range of specialist and complex needs. Have strong communication skills and demonstrate an ability to positively influence and negotiate outcomes. Be proficient in Microsoft Excel. Skills in adopting new digital solutions and innovations. Experience of delivering change. Commitment to innovation, quality, customer service and value for money. Able to build partnerships, working to meet the needs of customers, handling complex multi-agency relationships.

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.

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