Our client is currently recruiting for a Complaints Case Officer on a temporary basis.
As a successful candidate, it is essential you will have specific experience in a complaints background, dealing with stage 1 customer complaints as a first point of contact and knowing how to provide detailed written responses to complaints.
Key Responsibilities:
1. Being the first point of contact for stage 1 complaints, developing a positive and trusting relationship with customers.
2. Take ownership of individual cases and maintain clear communications throughout the process to delivery of the resolution.
3. Being solutions-oriented, prioritising accountability and empathy, to provide a positive customer experience.
4. Investigate complaints utilising all appropriate resources, including liaising with colleagues and engaging with contractors and partners.
5. Demonstrate empathy to customers while managing expectations and providing regular updates on the progress of their case.
6. Provide detailed written responses to complaints by ensuring all responses meet the requirements of the Housing Ombudsman’s Complaint Handling Case.
7. Flagging concerns and escalating high-risk complaints when necessary.
8. Awarding and paying compensation in line with our Compensation Policy.
The successful candidate must have experience working in a similar complaints background, ideally having social housing experience.
Venn Group is an equal opportunities employment business and employment agency and welcomes applications from all candidates.
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