Complaints Handler

We have a fantastic opportunity for someone to join us 

The Corporate Complaints & Insight Coordinator role is pivotal to the success of delivering a first-class customer experience at One Housing. This role is central to the seamless management and delivery of the overall complaints & insight function. 

Salary: £30,000 - £35,000
Location: Hybrid, 2 days at home and 3 days office based (Camden)
Contract: Full time, permanent. (Please note we also have Fixed Term Contracts available)

Your responsibilities will include:

• Ensure the accurate and timely recording of customer complaints as they come into the organisation, in line with our policy, procedures and performance measures.
• Provide informal advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence.
• Provide and maintain both written and verbal communication to complainants in the management of their complaint and in line with our procedures
• Act as Business Champion supporting our internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution & Complaint Handling Code.
• Coordination and facilitation of Housing Ombudsman referral packs in line with complaint handling code requirements.
• Utilise customer satisfaction results and the “voice of our customer’s” surveys to drive continuous improvements to services.
• Provide advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence.
• Regularly update the relevant 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.

What you will need to succeed
We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly.

The successful candidate will:

• Experience of working within a complaint’s environment
• Be able to handle all types of contact and relationships with ease remaining calm under pressure, inspiring confidence in your ability and demonstrating commitment to excellent partnership working.
• Highly organised and great at prioritising in a busy environment.
• A confident communicator who can sell the most difficult message, reassure the most vulnerable resident and breathe life into the most boring topic, at ease at presenting to wide audiences, and able to speak confidently at external meetings.
• Someone who demonstrates a high level of professionalism in their work at all times, working with minimal supervision to complete tasks accurately the first time.
• A pro-active problem solver who can identify and resolve issues quickly and calmly.
• Resilient and ready to take responsibility when things go wrong, maintaining a professional approach.
• Educated to a good standard in English and Maths, highly literate and confident working with numbers and statistics.
• Excellent written skills
• A commitment to social housing.
• Experience of carrying out research and presenting written arguments in a concise but compelling way.
• Excellent knowledge of MS office applications and a working knowledge of vision
• A proactive person who uses their initiative to continuously improve services.