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- Act as the initial point of contact for customer complaints, providing guidance on next steps.
- Investigate individual cases thoroughly and provide clear, fair outcomes.
- Communicate findings in both written and verbal formats, building a strong case for resolutions.
- Collaborate with internal departments, external partners, and stakeholders including contractors and the Housing Ombudsman.
- Identify patterns or root causes in complaints and suggest improvements to services, systems, or processes.
- Assist in providing feedback to teams or individuals based on complaint outcomes.
- Excellent written communication – able to distil complex messages clearly and succinctly.
- Professional telephone manner with empathy and customer focus.
- Strong organisational and decision-making skills.
- Ability to work under pressure and manage a varied caseload to set deadlines.
- Previous experience in complaints handling or outbound sales.
- Confident using Microsoft Office applications (Outlook, Word, Excel).
- Capable of analysing feedback and evidencing conclusions.
- Experience working with housing or public sector complaints.
- Familiarity with Housing Ombudsman processes or case handling standards.
