Complaints & Customer Aftercare Officer

18 Rec are looking for a Complaints & Customer Aftercare Officer to join their social housing clients team on initially a temporary basis; however, there is an opportunity for a temp-to-perm role for the right candidate.

Main responsibilities of the role:

• Handle high profile and complex post-resolution complaints effectively and take ownership of post-resolution complaints aftercare by working directly with customers, external stakeholders, and wider business colleagues.
• Ensure adherence to the Housing Ombudsman Code and perform against a robust performance & quality management framework to deliver, assess, and own key KPIs, quality, and performance.
• Identify areas for possible improvement and provide suggestions to support the Complaints and Customer Aftercare Manager in continuously improving processes, policies, procedures, practices, projects, and system enhancements to improve the service delivered to customers.
• Champion customer engagement and resident empowerment across the service, ensuring a commitment to delivering customer-focused services.
• Manage your own workload to ensure effective post-complaint resolution, with clear documentation and outcomes.
• Maintain a driven mindset to self-assess, schedule, and prioritize daily tasks based on levels of importance.
• Prevent complaint escalations and deliver a high level of satisfaction in our complaint aftercare approach, ensuring we keep our promises by delivering final resolution outcomes.
• Ensure that responses and communication are effective and in line with our tone of voice.
• Be part of a right first-time culture within the Complaints & Customer Aftercare Team, ensuring service and quality are delivered consistently, meeting our clients' aspirations for customer satisfaction, people engagement, and compliance.
• Manage post-resolution customer complaints through multiple channels including social media, Trust Pilot, telephone, emails, and letters.

Ideal candidate: The ideal candidate will have previously worked in complaints or customer service in housing and will have experience working with internal teams to chase repairs, contractors, and possess good communication skills.

Candidates will need experience in dealing with high-level/post-resolution complaints and prior experience in a regulated complaints environment. A working knowledge and understanding of, as well as the ability to interpret, regulatory requirements underpinning the sector is also required.

Working hours: Monday - Friday either 9am - 5pm, 10am - 6pm, or 8am - 4pm. Candidates will need to be in the office for the first 2 weeks, then there is potential for hybrid working.