Corporate Complaints and Insight Coordinator

Corporate Complaints and Insight Coordinator

We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs. We are part of Riverside, a group of complementary businesses with a charitable housing association at its core. We believe in creating places that people can call home, supporting people to live well and building lasting homes and communities.

The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

Join our Customer Services team as a Corporate Complaints and Insight Coordinator

Our Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.

We’re an organisation with strong values. We Care, We are Inclusive and We are Trusted. This is what makes us such a great team, working together as one to achieve our vision of Transforming Lives, Revitalising Neighbourhoods

The role

We have a fantastic opportunity for someone to join us in the position of Corporate Complaints and Insight Coordinator in London.

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. As brand ambassador for the team, you will work with our customers, internal and external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement.

Salary: £30,000 - £35,000
Location: Hybrid, 2 days at home and 3 days office based (Camden)
Contract: 6-month Fixed Term Contract

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.

The offer

Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.

• Salary: £30,000 - £35,000
• Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
• Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
• Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year.
• Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities.
• Well done! With our colleague recognition programme you will know when you’ve done a #greatjob
• Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
• We’re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
• Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
• Experience new things. We offer you a career break after 3 years’ continuous service.

About us

One Housing is a subsidiary of the Riverside Group. The Riverside Group was established more than 90 years ago, and is now a leading provider of affordable housing, care and support services in England and Scotland. The group manages more than 75,000 homes and operates across 160 local authorities. Riverside transforms lives by providing well maintained, high-quality housing while creating new opportunities for customers through job schemes, affordable warmth programmes, and money advice.

Working in some of the most diverse communities in the UK, we understand the strength we gain from having and supporting our diverse teams. The different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work.

We welcome applications from everyone.

Apply today for a fulfilling career in our Customer Services team.

Please note that the application closing date is included as a guide and adverts may be withdrawn and vacancies closed before the guide date indicated. We recommend that if you are interested in applying for this role that you do not delay in submitting your application.

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Job Reference: OH00817