Complaints Officer

Job Title: Complaints Officer
Contract Type: Permanent
Salary: £29,145 -£32,383.29 
Working Hours: Full time 35 hours per week
Working Pattern: Hybrid/ in office as and when required
Location: Irvine, Scotland
If you share our values and are excited about making a significant impact at Riverside Scotland, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as a Complaints Officer
You will deliver a high-quality complaint handling and coordination service for Riverside Scotland customers, acting as a single point of contact for all complaints and working effectively with all service areas and teams to coordinate responses and deliver effective resolutions.
About you
We are looking for someone with:

• Excellent communication skills who is customer focused with a desire to improve customer satisfaction.
• Understanding of the challenges facing our customers and can deliver customer services based on the values of trust, patience, understanding, empathy, and compassion.
• The ability to develop constructive working relationships with stakeholders and colleagues which promotes quick and effective complaints resolution on a day-to-day basis.
• Understanding of business drivers and performance targets in relation to complaints handling.

Why Riverside Scotland?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:

• Competitive pay & generous pension 
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
To deliver a high-quality complaint handling and coordination service for Riverside Scotland customers, acting as a single point of contact for all complaints and working effectively with all service areas and teams to coordinate responses and deliver effective resolutions.

Be the single point of contact for all customer complaints and coordinator of all complaint responses.

Develop trusted relationships with customers and maintain communication with customers throughout the complaints process, ensuring the customer is satisfied with the complaint response and outcome.

Manage the end-to-end complaints process ensuring that the Riverside Scotland Complaints Policy is adhered to, specifically in relation to response timescales.

Work proactively with all colleagues and across teams and service areas to support effective and long-lasting complaint resolution.

Develop a positive relationship with external repairs and maintenance contractors to support quick and effective complaints resolution.

Ensure all complaint journeys are recorded on relevant systems and have a clear audit trail from initial complaint through to outcome and case closure.

Coordinate ‘lessons learned’ sessions with relevant colleagues for all Stage 2 complaints to support continuous improvement.

Carry out such other duties as are allocated by the Head of Asset and Sustainability or Head of Housing and Communities to support the complaints handling process. 

Develop relationships with internal and external stakeholders effectively, building constructive working relationships to effectively deliver the Association’s objectives.

Ensure internal business processes are followed in line with the Association’s policy, procedures and statutory requirements. 

Contribute to the continuous improvement of processes and procedures. 

Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service. 

Ensure that all data protection requirements are met in accordance with the Riverside Group’s policy, procedures and statutory requirements. 

To provide a high quality, customer-orientated service championing the Riverside Service Style.Undertake personal development and training as necessary to keep up to date with legal, political, financial, and other ...