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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 teams
- Monitoring personal performance against team Key Performance Indicators (KPIs) to ensure effective complaint resolution
- Producing monthly case studies on service failures across the business, working with managers to address service improvement areas
- Engaging with stakeholders across the organisation to negotiate practical solutions and drive service innovation
- Analysing and interpreting data from various sources and presenting it clearly to both internal and external audiences
- Communicating effectively with customers, both internal and external, through a variety of channels, including complex written reports
- Supporting the Quality and Customer Experience Manager in driving process changes to improve customer outcomes
- Taking a structured, consistent approach to problem-solving, ensuring quality, customer satisfaction, and efficiency
- Coaching and training colleagues in complaint management and data requirements
Requirements for the Complaints Handler Position:
- Excellent levels of numeracy and literacy
- Evidence of formal complaints or dispute resolution training (desirable)
- Negotiation skills training (desirable)
- Proven experience of dealing with high-volume, complex complaints
- Knowledge of the Housing Ombudsman's complaint handling code (desirable)
- Ability to challenge senior colleagues to deliver required information and evidence
- Demonstrated experience in identifying root causes of complaints and prioritising key items for resolution
- Experience of drafting concise, clear response outcome letters that are easily understood
- Proven ability to use a range of communication and tracking channels to auditable standards
The Complaints Handler role is offering the following benefits:
- Location: Hybrid working options (1 day from home)
- Hours: 35 hours per week Monday to Friday
- Contract: 3-month contract with the potential for extension
- Start Date: ASAP
- Pay Rate: 27.00 per hour
To apply or find out more, please contact Ryan on (phone number removed) or email (url removed)
