Claims Handler ofertas em Grã-Bretanha

Complaints Handler

Location: Ashington

Contract: Permanent

Hours: 37 per week

Salary: £25,947 per annum.

Closing Date: 28th April 2025, 5PM

Are you passionate about delivering excellent customer service? We believe that listening to tenant feedback and experience is invaluable to delivering, shaping and improving our service to customers.

About the role:

Bernicia has an exciting opportunity for a complaints handler who will play a pivotal role in managing customer complaints and compliments across the organisation to meet our policies and regulatory compliance.

You will liaise with colleagues around the business to investigate and co-ordinate a satisfactory outcome for the customer.

The overall purpose of this role is to be the first point of contact for customer complaints. Through investigations and complaint response, this role will be key in listening to customer feedback and reaching positive outcomes.

Key Responsibilities:

• Driving the delivery of excellent customer complaint handling, including listening, and proactively investigating customer complaints.
• Writing high quality complaint responses and managing end to end complaint cases.
• Identifying trends, areas of improvement and training needs to develop and improve a high-quality service for customers.
• Meet regulatory requirements set by the Housing Ombudsman Service.

About you:

For this role, we are looking for someone with the following skills and experience:

• Ideally complaint handling experience but not essential.
• Ability to research, investigate and analyse information.
• Be confident in writing response letters and emails.
• Listening and empathy skills.
• Excellent interpersonal and influencing skills, with the ability to maintain good relationships with internal and external stakeholders.
• A good understanding of regulatory requirements and standards for complaint handling, as well as GDPR and data protection.

The Benefits:

• 28 days annual leave (plus bank holidays) for full time employees; pro-rata to part time employees.
• Working from home where business needs allow, up to 2 days per week.
• Health cash plan membership so you can save money by claiming cash back – over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more.
• Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.
• Generous pension scheme with life insurance of 3 x salary.

About us:

• We’re all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.
• We’ve built Bernicia to be a business that people want to be a part of. We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
• Everything about Bernicia is people focused, that’s why we’ve held the Investors in People Gold Award since 2010.
• We operate within a set of simple, but effective values, which blend perfectly to create our unique ‘Bernicia Way’ culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.

Please note you may be required to drive for business, if this forms a requirement of the role. If this is required, you will be required to hold a current and valid driving licence.

For more information regarding this role, please contact:

Gillian Hamilton – Customer Relationship Manager:

Tel: 0191 238 3932 Email:gillian.hamilton@bernicia.com

We reserve the right to close this recruitment campaign earlier than the stated closing date should we receive a large number of applicants, similarly this may be extended if required.

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The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.