Customer Experience Advisor (Complaints)

Customer Experience Advisor (Complaints)

We are currently recruiting for a fantastic opportunity to work for a leading housing provider as their Customer Experience Advisor (Complaints) based in Southwest London (Teddington) on either a fixed term contract or ongoing temp (4 months). This opportunity is paying £32,932 per annum (temp equivalent) and offers hybrid working (days to be agreed with manager).

Please note, interviews will be taking place this week (Thursday & Friday), if this is of interest please apply today or send your CV to (url removed).

What You'll Do:

1. Manage and carry out independent investigations into complex cases and formal complaints throughout the customer journey to resolution.
2. Ensure complaints are correctly acknowledged and responded to in line with the Housing Ombudsman Complaints Handling Code and Complaints Policy.
3. Raise safeguarding concerns where necessary.
4. Resolve complaints and avoid escalation to stage 2 by working with senior stakeholders across the whole business and ensuring the customer is happy with the outcome.
5. Identify and escalate any high-risk cases to the Complaints and Complex Case Manager for review.
6. Work with other teams, taking ownership to respond to enquiries from Councillors, MPs and the Housing Ombudsman within agreed timescales, with the support of the Complaints and Complex Case Manager.
7. Identify any trends within the complaints process and raise these with the Complaints and Complex Case Manager to prevent further complaints and service failure.
8. Make sure a thorough audit trail of each complaint case is available and updated on CRM, in line with the Housing Ombudsman guidelines.
9. Ensure that a great response is provided to the customer in the RHP tone of voice, in line with the Housing Ombudsman Complaint Handling Code and Complaints policy.
10. Provide an excellent service to customers and ensure they're always kept updated on their complaint journey to help influence a great experience which is reflected in our tenant satisfaction measures.

We're looking for someone with:

1. Delivering first-class customer service and responding to complaints.
2. Being creative in thinking outside of the box to quickly resolve problems.

It'd blow us away if you had:

1. Experience of dealing with complex case management and using a Customer Relationship Management (CRM) system.