Job Description

You will need to have excellent communication and organizational skills, attention to detail and the ability to deal with customer complaints through various contact channels. As well as excellent letter writing skills to ensure that all complaints receive a clear written response.
You will be the first point of call for the customer, working with the organization to help resolve customer complaints and maintaining accurate records so that the business can understand root cause of complaints and use this to improve the process and customer journey.
You’ll be working in a fast-paced environment where you can benefit from our comprehensive in-house training to continue developing your skills. We offer excellent benefits, including:

• 28 days annual leave plus public holidays and an additional Belief Day, with the option to buy or sell up to 5 days leave
• Healthcare cash plan
• Matched contribution pension scheme (up to 9%)
• Enhanced maternity, paternity and adoption leave
• Salary sacrifice schemes and season ticket loans
• Life assurance scheme
• Paid volunteer days
• Plus lots of voluntary benefits including cash back and discounts from high street names

Required Knowledge, Skills, and Abilities

What you'll need to succeed: You will need experience of dealing with complaints, ideally within a Housing Association. Excellent letter writing skills. Great attention to detail, it’s important to understand the complaint and respond accordingly. You need to be customer focused, be able to understand the customer’s perspective. Great communication across all complaint channels. Be able to manage a caseload, own the management of these and meet internal service levels.