Complaints Handler
* Location: Pitsea Basildon
* Job Type: Hybrid (initial 3 weeks full-time onsite for training)
* Hourly rate: £15.84 PAYE or £19.51 Umbrella
* Temporary for 4 to 6 months during restructure period (possible extension)
We are seeking a Complaints Handler to join a large Housing Association team based within Pitsea to manage a caseload of resident complaints across various housing issues. This role involves liaising with complainants and contractors to deliver effective, customer-focused outcomes, ensuring compliance with our Complaints Policy and the Housing Ombudsman Complaint Handling Code.
Day-to-day of the role:
* Deliver the stage one complaints service as outlined in our policy and procedures.
* Actively participate in the Complaint Team, taking responsibility for service delivery and identifying areas for improvement.
* Collaborate with colleagues and contractors to ensure effective resolution of complaints.
* Provide accurate and timely responses to complaints following comprehensive investigations.
* Maintain accurate and regularly updated complaint records.
* Meet all KPIs and Service Level Agreements.
* Ensure excellent and timely communication with customers at all times.
Required Skills & Qualifications:
* Proven experience in handling customer complaints, preferably within a housing environment.
* Strong customer service skills with a track record of delivering high-quality service.
* Excellent communication skills, both written and oral.
* Ability to organise time effectively and meet deadlines.
* Analytical and lateral thinking capabilities.
* Empathy, tenacity, resilience, and focus, particularly in challenging situations.
Please note successful applicants will be required to undertake a 3-week training programme which will take place at the office in Pitsea. You will be required to attend this on a full-time basis; Monday to Friday. After this a hybrid set up will be offered.
To apply for this Complaints Handler position, please submit your CV ASAP
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