Complaints & Customer Care Officer - Stage 2

Complaints & Customer Care Officer - Stage 2

Role available on the Complaints Team. This role reviews stage 1 complaints and takes ownership of more complex stage 2 complaints. The role involves managing customer complaints in line with regulations via a multi channel approach and working a hybrid schedule (approximately 2 days per week in office).

What you will achieve

Ensure fair and reasonable outcomes for complex stage 2, specialist, and DMC complaints, maintain competence to maximise operational service delivery and comply with sector regulations and legislation.

Key responsibilities

• Take ownership of complex stage 2 complaints, work directly with customers, stakeholders and wider colleagues and ensure fair outcomes.
• Work within regulations and department service delivery plans, maintaining high performance of service.
• Adhere to the Housing Ombudsman Code, deliver against a robust performance and quality assurance framework, and own key KPI's, quality and performance.
• Handle high profile complex complaints effectively and recognise the difference between simple and complex complaints to maintain complaint volume.
• Manage own workload, document actions and outcomes, and support the wider complaints team as needed.

What you will bring Essential skills

• Experience dealing with a high volume of complex complaint cases, including DMC and a regulated complaints environment.
• Experience working with vulnerable and complex needs customers.
• Excellent organisational, planning and time management skills.
• Experience of effective working relationships with a varied customer and partner group.
• Understanding and ability to interpret regulatory requirements underpinning the sector.
• Strong communication skills with the ability to influence and inspire colleagues and partners.
• Multi channel experience including email, web chat and social media.
• Empathy for customers and ability to balance internal business needs.

Benefits

• Flexible working opportunities to promote a healthy work life balance.
• Training programmes and professional qualifications to support career development.
• Opportunities for professional growth including access to business schools and experiential programmes.
• Inclusive environment and wellbeing programmes to support you and your loved ones.