Joshua Robert is working with a well-established client that are working with quite a few local authorities and housing associations UK Wide.
They are looking for an experienced Complaints Handler to join their team temporarily, circa 3 months based in Portsmouth, Hampshire.
Job Information
Case manage and investigate customer complaints
Be accountable for all customer contact throughout a stage 1 complaint, via telephone, letter, or email
Build and monitor actions plans for customer completions or escalation if/when appropriate
Build relationships with customers and key stakeholders to deliver positive outcomes.
Experience of complaints management and with excellent communication skills including accurate clear written skills and good telephone skills.
An understanding/experience of Housing Ombudsman
The ability and confidence to liaise with senior leaders and influence key stakeholders
Proven problem-solving skills. Able to quickly learn and apply internal policies and processes. Skills & Experience Required
Experience of complaints management and with excellent communication skills including accurate clear written skills and good telephone skills.
You’ll have an excellent understanding of Housing Ombudsman Regulations and ensure standards are met through complaints resolution when owning and resolving and through collaborative ways of working.
You’ll be comfortable working with our customers and other key stakeholders with the ability and confidence to liaise with senior leaders and influence key stakeholders along with proven negotiation and influencing skills.
You’ll be strong at problem solving and have excellent knowledge of our policies that underpin our primary activities as an organisation.
Due to the nature of your work, you’ll need the ability to work with confidential and sensitive information.
It would be amazing if you have relevant qualifications in the customer service field and you are educated to degree level or equivalent. However, we’ll put a tailored development plan in place so if you’re willing to learn, we can work with it.
Our complaints team is situated in our contact centre and works closely with colleagues there.
Experience of this setting would be beneficial. It would also benefit if you had awareness of our key housing systems. Working week :
Monday to Friday - 8.30am till 5.00pm
**Office Based Role