Customer Complaints Handler

at  Raven Housing Trust

Location

Redhill
Discipline:

Customer Experience & Support
Job type:

Fixed Term
Salary:

£30,000
Job ref:

002583
Published:

3 days ago

JOB DESCRIPTION - CUSTOMER COMPLAINTS HANDLER

Raven is here to make a difference, working as a team to build homes and change lives. We’re also ambitious: a sector-leader in carbon reduction, with commercial ventures and a focus on the future.
Want to be part of this? We’re currently recruiting for a Customer Complaints Case Handler to join our Customer Services team.

WHAT YOU’LL BRING TO RAVEN:

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

• Experience of complaint handling in a housing sector or private sector.
• Ability to research, investigate and analyse information
• Be confident in writing response letters and emails
• Listening and mediation 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.

You will also share our values: earning trust by being open and accountable, listening with an open mind, working collaboratively, and caring about making things better.
DBS clearance will be required for this role.
Vacancy Close Date: 28th June 2024

WHAT YOU’LL ACHIEVE IN THE ROLE:

The overall role of Complaint Officer is to ensure tenant satisfaction and the effective resolution of issues through our complaints process. Through investigations and complaint response, this role will be key in listening to customer feedback and improving customer experience.

Key responsibilities include:

• Managing the end-to-end complaints process, which begins with the initial receipt and acknowledgment of the complaint.
• Carrying out thorough investigations by gathering all necessary information and liaising with relevant departments to understand the root cause of the issue.
• Maintain clear and consistent communication with the complainant throughout the process, providing updates and setting realistic expectations for resolution timelines.
• Writing a high-quality response, outlining the findings and proposed actions to address the complaint.
• Ensure that any agreed-upon actions are implemented and followed through.
• Meet regulatory requirements set by the Housing Ombudsman Service Complaint Handling Code

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

• Experience of complaint handling in a housing sector or private sector.
• Ability to research, investigate and analyse information
• Be confident in writing response letters and emails
• Listening and mediation 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