Complaints Officer

Complaints Officer

Location: St Helens
Salary: 33,232 per annum
Start: ASAP
Job Type: Temporary - 3 months

We are recruiting on behalf of one of our Social Housing clients for a Complaints Officer in the North-West.

Purpose of this post:

They will manage Stage 1 and Stage 2 complaints, ensuring they are handled with empathy, objectivity, and within policy guidelines. This role involves resolving complaints across all service areas, responding to MP inquiries, and seeking improvements in customer experience. You will be the main point of contact for customers, managing cases from investigation to resolution.

Key Responsibilities:

• Liaise with customers to understand and resolve complaints.
• Investigate complaints, review relevant documents, and liaise with internal teams.
• Ensure customer vulnerabilities are considered during the process.
• Provide high-quality, timely responses and apply dispute resolution principles.
• Record and monitor complaints, ensuring resolutions are implemented.
• Guide Customer Service Advisors in logging complaints correctly.
• Share learning from complaints to drive improvements across the organization.
• Meet customers in person when required and ensure health and safety standards are followed.
• Apply fairness and equality in all service delivery and report safeguarding concerns.

Skills Needed:

• Strong interpersonal, investigation, and problem-solving skills.
• Resilient, motivated, and committed to delivering high-quality service.
• Social Housing experience.
• Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
• Knowledge of the Housing Ombudsman's Complaints Handling Code and Government's Social Housing White Paper.

If you are interested, please get in touch today with our specialist.

Please call Danielle from Building Careers on (phone number removed).