Job Introduction
Job Title: Complaints Officer
Salary: £22,110- £26,500
Location: Homebased North West
Contract Duration: Permanent
Hours: 35 per week (on a rota basis)
So…. What is this role exactly?
We have an exciting opportunity to join a growing team of complaint officers who excel in providing excellent customer service and complaint resolution.
You’ll be homebased and it’s essential you live within a 25 mile radius of our Head Office in Warrington.
It’s a great time to join our friendly team, as we embark on finding out more about what matters to our customers and how we can continue to improve the service we offer.
We are looking for someone who is customer focused, a confident problem-solver, excellent investigative and writing communication skills.
What will my working week look like?
Working from home (in the North West), you’ll be working 35 hours a week, which can be flexible around you, Monday-Friday.
What’s it like working from home?
Following an induction at our Head Office in Warrington, when you’re ready to ‘go it alone’ you actually won’t be – alone that is! Even though you’ll be working from your own home, it’ll be like your manager and wider team are right there with you. Whenever you need to speak with them, either directly or via Microsoft Teams chat, they’re always on hand to support you, to help you fully understand and record the customer’s complaint, ensuring recorded correctly on our inhouse CRM system.
It’s important your workspace at home is interruption free, to ensure a good experience for our customers. You will receive a laptop and headset for your role and also a desk and chair if you need them.
What will I be responsible for doing?
First and foremost, as a Complaints Officer you will triage all complaints which are received into a centralised mailbox, via our website, email or recorded via the phone by our Contact Centre. You will have the knowledge to identify what is a complaint as set by the Housing Ombudsman’s Complaint Handling Code and record this on our inhouse CRM. As the role develops, you will be case managing complaints yourself, ensuring all SLAs are adhered to and providing a single point of contact for our customers throughout their complaint. You will liaise with our internal departments to ensure the right information is provided and actioned, negotiating compensation and providing a written response.
One of the great things about this role is having the opportunity to make a real difference for every customer as we believe every contact counts.
And what would make me stand out from the crowd?
To be a successful Complaints Officer here at YHG, you will have….
- exceptional complaint handling skills gained through relevant experience
- experience of communicating effectively with people via telephone and email
- a good working knowledge of IT and Microsoft systems
- good Literacy and communication skills
Ideally you will….
- be a collaborative team player
- be flexible and resilient
- have experience of working with complaints
- Knowledge of the Housing Ombudsman’s Complaint Handling Code
This role is really suited to someone who is you passionate about resolving complaints and strives to do their best for each customer, ensuring an excellent service experience, each and every time.
For more detail on the role, please review the role profile available by visiting the vacancy on our website - www.yourhousinggroup.co.uk/careers
That all sounds great, what’s in it for me?
In return we offer a salary of £22,110-£26,500 for a 35 hour week, and 22 days annual leave (holidays also increase with length of service) plus Bank Holidays, but our employee deal offers much more than just a competitive salary and holiday allowance.
We offer a home working culture, giving you more time at home, no more daily commute or the expense that comes with that. However, we know that those social interactions with your teammates are also important, so we have a state-of-the-art collaboration space based in Birchwood, Warrington (which you’ll need to be able to comfortably commute to when needed for team days, meetings, and training etc).
On top of this, we’ll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level Healthcare cash plan through BHSF, that doesn’t just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.
For more of our great benefits, please review the benefits information sheet available by visiting the vacancy on our website - www.yourhousinggroup.co.uk/careers.
And who are Your Housing Group?
Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford.
As one of the North’s sector-leading landlords, we are proud to play our role in tackling the UK's housing crisis by continually reinvesting in our 29,000 properties and tailoring our services to meet the diverse needs of our customers. We also build over 1,000 new homes each year.
We’re an employer of choice, over 88% of colleagues here recommend us as a 'great place to work'.
As this role allows access to confidential tenancy information, we regret we are unable to accept applications from existing tenants/residents or from those who have an association with existing tenants/residents.
Closing Date: 24th May 2023
We review applications as they’re received and reserve the right to close this advert early; if you’re interested, please apply ASAP to avoid disappointment.
Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for anyone who resides in a Your Housing Group property and any applicants who declare they have a disability. If these applicants meet the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. Some roles may be subject to probity checks which will override the scheme where a potential conflict of interest or a probity matter has been identified. YHG1