COMPLAINTS AND RESOLUTION OFFICER

Location: Hemel Hempstead (Hybrid)
Salary: £39,822
Hours: Full-time
Are you passionate about making a difference in people’s lives? Do you have a knack for resolving issues with empathy and efficiency? If so, Hightown has an exciting opportunity for you to join our newly established Complaints and Resolution team!

ABOUT US:

Hightown is a charitable housing association dedicated to providing homes and support to those in need across Hertfordshire, Bedfordshire, and Buckinghamshire. With over 9,000 homes and a team of more than 1,000 dedicated staff, we are committed to building new homes and delivering excellent housing and support services.

THE ROLE:

As a Complaints and Resolution Officer, you will be at the forefront of our mission to provide exceptional customer service. It is important that you have previous complaints handling experience, preferably within the social housing sector. Your role will involve:

• Listening and Responding: Be the first point of contact for customers expressing dissatisfaction, ensuring their concerns are heard and addressed promptly.
• Investigating and Resolving: Work closely with customers, colleagues, and contractors to investigate complaints, identify service failures, and provide comprehensive responses.
• Building Relationships: Use your excellent communication skills to build constructive relationships with customers, resolving concerns at the earliest opportunity.
• Ensuring Compliance: Follow the Housing Ombudsman Service’s Complaints Handling Code, ensuring all deadlines are met and processes are followed meticulously.
• Driving Improvement: Identify and share learning opportunities from complaints to promote continuous service improvement.

KEY RESPONSIBILITIES:

• Administer Hightown’s complaints handling process, including logging, tracking, and recording outcomes.
• Engage proactively with colleagues to gather information and respond to complaints effectively.
• Provide feedback to customers on changes made due to lessons learned from complaints.
• Support the Complaints and Resolution Manager with annual submissions and performance reports.
• Liaise with external agencies to ensure successful resolution of complaints.