Corporate Complaints & Insight Coordinator

Job Title: Corporate Complaints and Insight Co-Ordinator
Contract Type: Permanent
Salary: £32,000 - £35,000 per annum
Working Hours: 35 per week
Working Pattern: Monday to Friday
Location: Camden, London - Hybrid
If you share our values and are excited about making a significant impact at Riverside, 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 a Corporate Complaints and Insight Co-Ordinator
The Corporate Complaints & Insight Coordinator role is pivotal to the success of delivering a first-class customer experience at Riverside.  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.
About you 
We are looking for someone with experience of working within the social housing sector and have knowledge of Housing Ombudsman Service roles and responsibilities.
Why Riverside?
One Housing is part of 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. 
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
Customer service: 

• Day to day handling of complaints and supporting complainants through the complaints process #customer first.
• Provide and maintain both written and verbal communication to complainants in the management of their complaint and in line with our procedures.
• Work with staff across all services to focus on getting the right solution first time for our customers and delivering high levels of satisfaction. 
• Ensure all front-line teams understand how to prevent dissatisfaction and what to do to put things right.
• Maintain an up-to-date understanding of handling complaints and improving satisfaction and use this to delight customers at every interaction. 
• Create and support opportunities that ensure residents feedback is collected and used to fully inform our services.
• Get to know what makes our residents happy, be the champion for your area taking responsibility for ensuring residents’ concerns and reasons for dissatisfaction are recognised and steps taken to address problems. 

Service Improvement – modernising services:

• Use customer insight reports, complaints, audits and other statistics to shape and deliver best performance for you and your team.
• Support better ways of working that drive efficiency, promote excellence and ensure value for money.
• Engage in a culture of developing innovative solutions and services that enhance our business, deliver on value for money and reflect our values.
• Meet KPIs achieving upper quartile performance. 
• Embrace IT systems to keep website, hub, databases and literature up to date and communicating effectively with a range of audiences, promoting OHG positively in all communication.
• Manage workloads effectively, balancing priorities and being able to complete new projects on time whilst maintaining a quality service. 
• Regularly update the relevant IT systems and databases to ensure that records of complaints, expressions of dissatisfaction and MP/Councillor’s enquiries are accurate and up-to date and provide a clear audit trail.

Partnerships and collaborative working: 

• Provide effective business partnering support to investigating managers to ensure thorough and robust investigations and responses of complaints.
• Create and enhance internal collaboration ensuring a high level of performance is maintained and targets met.
• Work closely with residents, external stakeholders (E.G Housing Ombudsman Service, Support Agencies) and other departments within One Housing to deliver the corporate plan and operational targets.
• Manage external partnerships, particularly political to enhance our reputation without compromising our objectives.

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