Complaints Support Officer

Complaints Support Officer

St Helens

Full Time

Permanent

£28,630 per annum

Torus are recruiting x1 Complaints Support Officer to assist with the co-ordination of complaints and customer feedback in our new Central Complaints Team. It’s an exciting time for our new team as we engage more customers, set new standards, and improve the quality and effectiveness of our complaint responses.

This is an important role in which you will:

• Provide the administrative backup for the Central Complaints Team.

• Triage and allocate complaints, respond to emails and general queries from the wider business, review and keep records updated, and liaise with staff at all levels.

• Support the team in ensuring the effective resolution of complaints.

• Review formal complaints received into the business, and ensure complaints have been appropriately classified and assigned to the correct department.

• Support the Complaints Team in ensuring that communications to customers such as updates and formal responses are sent within expected timeframes.

• Support the Complaints Team in providing advice, support and training to complaints officers and managers on the complaints process as required, including writing customer-focussed and quality responses, managing a case in CRM and updating them on wider developments in complaints handling.

To be successful in this role you need:

• NVQ Level 3 or equivalent experience.

• GCSE English and maths or to an equivalent.

• CIH Level 3 or willingness to work towards.

• Knowledge of the Housing Ombudsman’s Complaints Handling Code and government’s Social Housing White Paper

• Experience of delivering services to customers in a customer facing environment.

• Proven ability of working well within teams and supporting colleagues.

• Experience of working in a fast paced and targeted environment.

• Be an analytical thinker with an enquiring mind.

PLEASE NOTE:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed;

• Right to work verification

• Qualification certificate check

• 2x Completed references

• OH Health Questionnaire - Fit For Work

• DBS check (if required for role)

• Completion of all new starter documentation including signed T&C’s

'Happy to Talk Flexible Working’

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