Customer Complaints Officer
Customer Complaint Officer
Northallerton (Agile)
£31,960.06 per annum
Permanent
Full Time
Closing Date - Friday 31st January
Role Purpose:
Do you have a passion for improving customer experiences? We're looking for a Customer Complaints Officer to take charge of customer complaints, identifying opportunities to learn and enhance our services based on feedback.
In this role, you'll gather and analyse qualitative and quantitative data from complaints, sharing insights with relevant teams to shape services in line with the customer voice. You'll also ensure compliance with the Housing Ombudsman Code and Broadacres' Complaints Policy by advising and guiding complaint handlers.
Collaborating with our Customer Engagement Officer and Digital Communications Officer, you'll drive continuous improvement, ensure effective communication, and deliver a great customer experience.
What You'll Be Doing:
• Complaint Management: Handle customer complaints with professionalism and empathy, turning feedback into opportunities for learning and service improvement.
• Data Analysis: Collate, monitor, and evaluate customer complaints data to provide actionable insights that shape services.
• Compliance: Guide and support complaint handlers to ensure compliance with the Housing Ombudsman Code and internal policies.
• Collaboration: Partner with colleagues to deliver consistent, high-quality customer engagement and service delivery improvements.
• Customer Insights: Deliver consultation events and use customer data to generate meaningful insights that drive service enhancements.
What We're Looking For:
• Experience:
o Demonstrable experience in customer complaints resolution, ideally in a social housing context.
o Experience working with vulnerable people, tenants, or service users.
• Skills:
o Strong data analysis skills with the ability to evaluate and review data effectively.
o Excellent organisational skills to manage multiple projects and meet tight deadlines.
o Outstanding interpersonal skills to build positive relationships and persuade others to take action.
o Analytical thinker with attention to detail and the ability to understand issues quickly.
o Exceptional writing and editing skills, paired with strong communication abilities.
o IT literacy and confidence in using online technologies to engage with internal and external stakeholders.
o Ability to deliver customer consultation events and translate customer data into actionable insights.
• Knowledge:
o Detailed understanding of Housing Ombudsman requirements and Social Housing Consumer Regulation.
• Special Requirements:
o Demonstrated commitment to equality, diversity, and inclusion in all customer engagement activities.
o A proactive approach to taking ownership of issues and striving for high standards.
o Willingness to work outside normal office hours when required.
o A full UK driving licence is essential.
• Qualifications:
o Education to A-Level standard or equivalent further education qualifications.
What We Offer:
Competitive Salary: Alongside a generous annual leave package and flexible working options.
Comprehensive Benefits: A range of benefits, including pension and health and safety training.
Agile Working: Enjoy flexible working arrangements.
Support for You: Additional perks to support your wellbeing, including our EAP service.
This role may suit somebody who is currently working in roles such as an Investigating Officer, Compliance Officer or within a Customer Liaison role.
Why Broadacres?
At Broadacres, we champion diversity and are committed to being an equal opportunities and disability confident employer. We welcome applications from all community sectors and encourage individuals underrepresented in our organisation to apply.
Our Organisation
Broadacres is a successful, innovative, not-for-profit housing association based in Northallerton, North Yorkshire. We own and manage more than 6,900 homes across various regions, providing top-tier services aimed at meeting our vision: ‘to be the best rural housing association in the country'. We ensure our customers receive first-class service, making them proud to live in a Broadacres' home.
Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We may be interviewing as applications come in, so apply early to avoid disappointment