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- Act as the first point of contact for our customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next.
- Conduct investigations into complaints received and reach an outcome based on the merits of each case.
- Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case.
- Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including the Housing Ombudsman, contractors, and local councillors.
- Assist with any necessary feedback to individual colleagues, managers, or teams.
- Identify areas of our systems, processes, policies, or training that may cause complaints and suggest improvement opportunities.
- Excellent written communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly.
- Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairy.
- Customer focused, with a polite and empathetic telephone manner.
- Ability to manage workload to ensure timescales are met.
- Experience of working within a complaints or outbound sales role.
- A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
- Ability to analyse complex complaints and customer feedback issues and evidence findings.
- Demonstrate our values and behaviours.
