Complaints Advisor

Baird and Co Recruitment, a specialist Social Housing recruitment firm, are currently recruiting for a Complaints Advisor for a Social Housing provider in Yorkshire. There is an opportunity for the position to go permanent.

Starting asap, the role is full-time and will initially be on an interim contract for up to three months. The Complaints Advisor role will take responsibility for a wide range of Social Housing complaints, ensuring the accurate and timely recording of customer complaints as they come into the organisation, in line with policy, procedures and performance measures.

Previous experience in Complaints is absolutely essential for this post.

The Complaints Advisor will be expected to:

• Manage and investigate often complex customer complaints (across multiple communication channels), ensuring they are correctly assessed, logged, risk assessed and prioritised
• Take ownership of complaints, resolving them to agreed timescales
• Respond to tenants in writing via email and letter and via the phone to ensure customers are satisfied with the resolutions offered
• Provide informal advice and assistance on complaints to customers to resolve these and ensure customer confidence
• Investigate and respond to complaints in accordance with complaint handling code
• Utilise customer satisfaction results and customer surveys to drive continuous improvements to services
• Regularly update IT systems and databases to ensure that records of complaints, expressions of dissatisfaction and enquiries are accurate and up-to date
• Challenge and escalate concerns identified in relation to poor complaint case handling

The below is essential to secure the Complaints Advisor position:

• Previous experience in complaints
• Strong written communication skills
• A calm and patient manner
• A driving license with access to your own vehicle for in-person reviews

If interested, want to discuss other Complaints Advisor roles or are looking at other Social Housing positions, please get in touch with Matt Baird