Complaints Advisor

Complaints Officer / Advisor vacancy waiting to be filled

Venn Group have been approached by a Charity and would like to introduce the following position available

Position:          Complaints Officer / Advisor

Location:        Hybrid / Tuesday working from the Liverpool Office

Rate:               Rate Negotiable dependant on experience

Length:           3 months

Hours:             37 hours p/week

The role will predominantly involve:

• To have an understanding of Ombudsman Complaints and work in a similar role before
• Be the first point of contact for all complaints, MP’s and Councillor enquiries.
• Provide customer focused, high quality complaint resolution service for the business in accordance with Group’s policy and regulatory requirements.
• Triage all queries/enquiries and resolve at first point of contact where possible.
• Pass complaints to the Team Leader for allocation to the team.
• Lead the investigation of stage 1 and 2 complaints proactively, in accordance with complaints policy.
• Liase with departmental managers to investigate complaints and challenge proactively where information is not provided, missing or incorrect and actions have not been followed up.
• Recommend the amount of compensation to be awarded and the reason for it.
• Prepare Stage 2 investigation packs and support the preparation and collation of documentation for Housing Ombudsmen enquiries.
• Work in partnership with other teams to deliver the required level of customer service.
• Ensure systems are updated with accurate and up to date information so that other teams are aware of the status of customer complaints.
• Complete any other tasks commensurate with the level and nature of the post as delegated by the role’s line manager.

To be considered for this role you will need to be available to start at short notice.

To find out more about this role or to apply please contact Samantha Marshall or Elle Gardiner on or alternatively reply to this email with your up to date CV.

*Venn Group’s “Recommendation Scheme”: if you recommend a candidate who is subsequently placed by Venn Group (for a minimum of 2 weeks) you will be eligible for £50 worth of vouchers from a choice of high street organisations