The Vacancy
We have an exciting new opportunity for a Complaints & Compliance Coordinator who will support and coordinate Oceans complaints process.
The role is part time covering 18.5 hours per week with a pro-rated salary of £13,230 per annum.
The Complaints & Compliance Coordinator will support the complaints process, ensuring timely resolution of tenant issues and GDPR compliance, while also handling subject access requests and managing Social Tenant Access to Information requests.
The role includes collaborating with colleagues and engaging with stakeholders to resolve complaints, identify process improvements, and ensure compliance with relevant legislation and standards. Additionally, the coordinator provides support to ensure effective handling of complaints and compliance activities.
The key responsibilities will also include:
1. Support the complaints and compliments procedure for the Ocean Group, ensuring complaints are handled in accordance with set policies and procedures, and directly communicating with tenants and residents.
2. Support the complaint satisfaction feedback process and report to the Ocean Housing Management Team, Board and Together with Tenants (TWO) regularly.
3. Help ensure complaint learning is shared and embedded across the organisation, including best practices from the Housing Ombudsman.
4. Assist in managing the referral to manager process, ensuring timeframes are met and trends are reported with recommendations for service improvement.
5. Collect and maintain complaint data, providing support to the Complaints and Compliance Manager with analysis and production of reports to provide insights and recommendations for service improvement to management.
You will be educated to A level or equivalent Level 3 qualification.
You will have administration experience including producing accurate written correspondence and data entry and of using IT and computerised databases.
You will have experience of providing excellent customer service and developing relationships and have an understanding of General Data Protection Regulations and practical application of procedures.
You will be passionate about delivering and cultivating excellent customer service, work effectively as part of a team and have excellent organisational skills and work in a methodical manner.
Your benefits at Ocean include:
1. 27 days holiday (plus Bank Holidays) (pro rated)
2. Occupational Sick Pay at 3 months Full Pay and 3 months at Half Pay
3. Company Pension: 4% Employer Pension Contribution (includes Death in Service Benefit of 3x annual salary)
4. Health Cash Plan (inc Dental and Optical cover)
5. Health and Wellbeing initiative includes yearly Flu Jab
6. Employee Assistance Programme
7. Cycle to Work Scheme
8. Family Friendly Policies
Closing date: Sunday 15th December 2024 at Midnight
Interviews to be held on Monday 6th January 2025
Interviews will be conducted Face to Face at our Head Office in St Austell however this could be subject to change at short notice.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
The Company
Ocean Housing Ltd is a not for profit, charitable registered provider of social and affordable housing, with a stock of over 4,700 properties throughout Cornwall. We are part of the Cornwall Homechoice 'Choice Based Lettings' scheme.
At Ocean we believe affordable housing is not just about the buildings, but about the people who turn them into homes. We provide a wide range of services to our residents, helping them to make the most of their homes and the communities they live in.
Mission Statement
"To be an innovative provider of quality homes and services, with residents and staff at the heart of Ocean, and Ocean at the heart of the community."
At Ocean our vision is to be the employer of choice for Cornwall. We want to create a work environment where everyone feels like they belong, can bring their best, authentic selves to work every day and are provided with the support they need to do a great job.
Our purpose is to create a modern, dynamic and agile work environment, fit for the 21st Century and one of which all of our colleagues feel included and proud to be a part of. An environment which enables colleagues to provide quality, affordable homes and services for the people of Cornwall.
Values
Honest, Enthusiastic and Always Positive
Passionate about Customer Service
Quality and Value in all we do
Innovative, Ambitious and Brave for the future of our Business, Customers and Communities
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