What you'll be doing
1. You'll provide comprehensive administrative support to managers and directors in managing customer complaints, ensuring all relevant documentation is available.
2. You'll support in-depth investigations by compiling facts and timelines of incidents and customer interactions.
3. You'll maintain accurate and timely records of all correspondence and discussions, ensuring compliance with internal procedures and regulatory requirements.
4. You'll monitor and manage workflows related to complaint resolution, ensuring timely outcomes and high service standards.
5. You'll develop effective working relationships with colleagues across departments to facilitate appropriate communication.
6. You'll understand our customers' diverse needs to provide exceptional service, identifying where adjustments might be required.
7. You'll act as a role model, demonstrating that complaint handling is an opportunity to delight customers and turn dissatisfaction into advocacy.
8. 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 recruitment@curo-group.co.uk