Call Handler

Call Handler (Complaints - First Response)

London Bridge

Up to £27,000

Hyde is looking to recruit a Call Handler. internally you will be known as a First Response Complaints Officer.

Hyde is one of the UK’s leading and award-winning providers of affordable homes in London, the South-East and surrounding areas. We provide and manage 50,000 homes to over 100,000 customers. Our ethos is simple, by providing customers with a safe and decent home it allows them to realise their potential, enjoy their environment and contribute to their community.

In this role you will be the first point of call for complainants to talk through their concerns and identify the best route for a resolution. You will manage all complaint cases within timescales and working with key stakeholders both internally and externally to ensure the smooth resolution to all complaint cases from start to finish.

You’ll also be responsible for ensuring our customers are kept informed and engagement is regular and consistent throughout the customer’s complaint journey using the tone of voice principles, including follow up actions.

Responsibilities

• Provide a responsive, excellent, customer focused and efficient front line/telephone/in writing service to all customers.
• Monitor issues identified and provide a quick response to our customers, meeting timescales and ensuring these are resolved.
• Troubleshooting difficult complaints and making sure prompt and appropriate action is taken.
• Manage and prioritise busy caseload which includes a high volume of telephone contact, letter writing and case management.
• Articulate straight-forward decisions and actions to help resolve issues and hold service areas to account for delivering these.
• Demonstrate clear accountability and ensure that complaint cases are escalated where progress is not being made in line with our time scales.

Key Skills and Experience

• Experience of complaint handling desirable but not essential
• Proven experience of customer service - verbal/written
• Ability to work at pace and in a busy environment
• Good at planning/problem solving
• Team work/collaboration

Benefits

• A fantastic pension
• Life assurance
• Great holidays
• An award-winning flexible benefits package.
• Volunteering days

Diversity and inclusion are integral to the Hyde Group, we strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we’re committed to cultivating an inclusive workplace which reflects our customer profile and where everyone is proud to be unique.

Hyde is a disability confident employer and we are here to support you with any reasonable adjustments that you need throughout the recruitment process.

We reserve the right to close this advert as soon as a suitable candidate has been identified.