Who You Are

As a proactive individual with a strong sense of empathy and excellent communication skills, you excel in managing and resolving complaints with a focus on customer satisfaction. You thrive in a structured environment where attention to detail, confidentiality, and adherence to regulatory standards are paramount. Your ability to liaise with various teams and stakeholders and maintain professionalism under pressure makes you an ideal fit for this role.

What the job involves

• Drafting clear, accurate, and timely acknowledgment letters for housing complaints to outline the process, timescales, and next steps.
• Logging and categorizing complaints correctly within internal systems with all relevant details and supporting evidence.
• Thoroughly investigating Stage 1 complaints, involving the review of case histories, policies, and correspondence.
• Liaising with internal teams, contractors, and stakeholders to gather information and resolve Stage 1 issues promptly.
• Producing high-quality Stage 1 response letters aligned with policy and regulatory standards.
• Managing Stage 2 complaints with enhanced scrutiny for an unbiased review of the case.
• Identifying service failures, learning points, and areas for improvement during Stage 2 investigations.
• Drafting detailed and well-reasoned Stage 2 responses addressing all raised points.
• Handling Members’ Enquiries with professionalism to provide accurate, sensitive, and timely responses.
• Responding to Housing Ombudsman queries with comprehensive and well-documented case files.
• Maintaining a high standard of written communication aligned with organizational values.
• Supporting investigations by ensuring compliance and highlighting learning outcomes.

Skills

• Strong attention to detail
• Excellent written and verbal communication skills
• Empathy and customer-first approach
• Ability to manage confidential information
• Proficiency in complaint handling and resolution
• Familiarity with regulatory standards and procedures
• Effective multi-stakeholder liaison
• Time management and ability to meet strict deadlines