Job Opportunity: Complaints Handler
Location: Portsmouth, Hampshire
Contract: Temporary
Hours: Full-Time
Pay Rate: £13.50 per Hour
About the Role:
Sanctuary Personnel is seeking a proactive and detail-oriented Complaints Handler to manage and investigate customer complaints. In this position, you will take ownership of the resolution process, ensuring compliance with the Ombudsman’s Code and maintaining high standards of customer service. You’ll be responsible for managing all customer contact throughout a Stage 1 complaint and keeping accurate, high-quality records.
Main Responsibilities:
* Act as the primary point of contact for customers, collaborating with internal teams to resolve complaints via multiple communication channels according to customer preferences.
* Provide clear, accurate information at the outset, helping define the scope of complaints and developing action plans in partnership with business experts where needed.
* Ensure service level agreements (SLAs) are met consistently throughout the complaints process.
* Conduct comprehensive investigations and deliver well-structured, thoughtful responses to Stage 1 complaints, using creativity and initiative to resolve issues independently or alongside colleagues.
* Support team members handling complaints and maintain high standards of written and verbal communication with customers.
* Develop and monitor action plans, ensuring timely completion of tasks and escalating issues when necessary.
What We’re Looking For:
* Proven experience in complaints management with excellent written and verbal communication abilities.
* Strong understanding of Housing Ombudsman Regulations and the ability to ensure compliance through effective complaint resolution.
* Confidence in liaising with customers and key stakeholders, including senior leaders, with strong negotiation and influencing skills.
* Problem-solving expertise and a solid understanding of organisational policies that drive complaint resolution activities.
Why Work with Sanctuary Personnel?
At Sanctuary Personnel, we provide exceptional support to help you thrive in your role. With nearly a decade of experience, over 1000 five-star reviews, and award-winning services, we are committed to connecting professionals with fulfilling opportunities.
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