Complaints Support Advisor £28,960 ¦ Bath ¦ Permanent ¦ Full Time ¦ 37 hours Closing Date: 22nd April 2025 Interview Date: 29th April 2025 Detail Matters. Support Excellence. Make Every Interaction Count. Effective complaint handling depends on thorough documentation, careful tracking, and consistent communication. As our Complaints Support Advisor, you'll be the backbone of our complaint management process, ensuring all cases are properly documented, efficiently managed, and used to transform customer experiences from dissatisfaction to advocacy. In this dynamic and customer-focused role, you'll provide essential administrative expertise, conduct thorough investigations, and support the implementation of valuable learning outcomes from customer feedback. What you'll be doing You'll provide comprehensive administrative support to managers and directors in managing customer complaints, ensuring all relevant documentation is available. You'll support in-depth investigations by compiling facts and timelines of incidents and customer interactions. You'll maintain accurate and timely records of all correspondence and discussions, ensuring compliance with internal procedures and regulatory requirements. You'll monitor and manage workflows related to complaint resolution, ensuring timely outcomes and high service standards. You'll develop effective working relationships with colleagues across departments to facilitate appropriate communication. You'll understand our customers' diverse needs to provide exceptional service, identifying where adjustments might be required. You'll act as a role model, demonstrating that complaint handling is an opportunity to delight customers and turn dissatisfaction into advocacy. You'll assist in implementing learning actions based on findings from Housing Ombudsman recommendations and internal investigations. More about you To succeed in this role, you'll need excellent communication skills to engage effectively with all stakeholders. Your highly refined organisational skills will enable you to manage multiple tasks simultaneously while meeting crucial deadlines. We're looking for someone with a collaborative approach and strong problem-solving skills to ensure timely complaint resolution. Your attention to detail will be essential for compiling accurate records and reports. While experience in complaints handling is valuable, we welcome candidates with transferable skills from customer service, administration, or similar backgrounds. Full training on Curo's specific policies and processes will be provided. About the team and Curo The Complaints team is vital to maintaining Curo's service standards and reputation, handling diverse customer complaints each month. Our dedicated team ensures fair and timely resolution of issues while identifying opportunities for organizational learning and improvement. The team operates in a dynamic environment where quality and compliance are paramount. As key contributors to Curo's continuous improvement, the Complaints team directly shapes customer satisfaction while resolving issues that significantly impact our customers' daily lives. We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide. We actively welcome applications from candidates who identify as disabled, LGBTQ, from ethnic minority backgrounds, and from our Curo customers with the relevant skills. We're committed to making our recruitment process accessible to everyone - if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitmentcuro-group.co.uk About Curo Curo is an organisation with social purpose at its heart. We provide affordable homes that help people find security and stability and a positive future. We’re one of the largest housing associations in the South West and an expanding house builder, using our profits to create more affordable housing in our communities. Our values are at the core of how we work. We care about our colleagues and their wellbeing and recognise their sense of pride in the work they do to support our customers. We’re proud to say that since 2016 we have been ranked by Best Companies as being in the UK's top 75 Large Companies to work for. We're also listed in the top 10 best housing associations to work for in the country, and among the top 25 best companies to work for in the South West One more thing We provide homes and services to a community that is diverse. We recognise that we need to do more to ensure that the colleagues in our organisation better reflect and understand the community we serve and for that reason we particularly welcome applications from people with diverse backgrounds and abilities. We are a recognised ‘disability confident’ employer and we have also signed up to the Social Housing Anti-Racism Pledge (SHARP). We guarantee to interview all disabled, black or minority ethnic applicants who meet the minimum essential criteria for our vacancies. If you need support to assist you to make an application or attend an interview, then please email our recruitment team at recruitmentcuro-group.co.uk and we will be happy to help. 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