Role Purpose We are seeking a dedicated and results-driven Complaints & Customer Aftercare Officer to join our high-performing team. Your primary goal will be to support the Complaints & Customer Aftercare Manager in reducing complaint escalations and enhancing customer satisfaction through exceptional post-complaint resolution care. You will play a pivotal role in delivering outstanding service by following up on customer concerns, ensuring all actions are completed to a high standard, and maintaining compliance with regulations. Key Responsibilities Complaints Aftercare, Quality & Performance Management Handle high-profile and complex post-resolution complaints effectively, working with customers, external stakeholders, and internal teams. Deliver service in line with regulations, ensuring high performance and quality standards. Adhere to the Housing Ombudsman Code and deliver against KPIs and quality frameworks. Proactively suggest process and service improvements to enhance customer satisfaction. Champion customer engagement and empowerment throughout the service. Maintain accurate records, deliver clear communication, and manage workload effectively. Regulatory Compliance & Risk Management Ensure all work is compliant with regulations and policies while mitigating risks. Build strong relationships with internal and external stakeholders to resolve complaints efficiently. Prevent complaint escalations by delivering a high standard of post-resolution care and meeting promised outcomes. Process Management Stay up to date with training and best practices to maintain competence in delivering services. Foster a culture of "right first time" within the Complaints & Customer Aftercare Team. Manage post-resolution complaints across multiple channels, including social media, Trustpilot, telephone, email, and letters. Essential Skills and Experience Experience handling high-level and post-resolution complaints within a regulated complaints environment. Experience working with vulnerable customers and those with complex needs. Exceptional attention to detail and accuracy. Strong organizational, planning, and time management skills. Effective case management skills to manage a diary and multiple post-resolution cases. Knowledge and ability to interpret regulatory requirements within the sector. Proficiency in IT, including Microsoft applications and various platforms/portals. A flexible approach to working hours. Strong interpersonal skills, with excellent written and verbal communication and the ability to influence and inspire. Experience working with external agencies and suppliers. A collaborative approach, with the ability to build relationships and work effectively across groups.Resourcing Group is acting as an Employment Business in relation to this vacancy