Customer Care Complaints Officer

Job title:

Customer Care Complaints Officer

Company

Riverside

Job description

Job Description:

Job Title: Customer Service Complaints Officer

Contract Type: Permanent

Salary: £29,504.00

Working Hours: 40 Hours per week

Working Pattern: Monday To Friday

Location: Dartford – Hybrid

For your application to be considered please ensure you attach a current CV.

Applications may close before the deadline, so please apply early to avoid disappointment.

Why Riverside Property Services?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

Competitive pay & pension

25 days holidays plus bank holidays

Flexible working options available

Investment in your learning, personal development and technology

A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Application Process:

If you share our values and are excited about making a significant impact as a Customer Service Complaints Officer, we encourage you to apply with your CV and cover letter.

We encourage you to apply even if you don’t meet all the criteria on the job description, at Riverside we recruit to potential not just on skills and experience.

The difference you will make as a Customer Complaints Officer

The Customer Service Complaints officer is to bring the Customers view, no matter how big or small, into the conversation across all silos of the Directorate. This role is located within our Property Services Division.

The main duties responsibilities of this role are as follows:

• Managing a caseload of complaints received from our Residents and Service Users received via the following platforms: email, telephone, and our online resident portal.
• Assess, analyse, and investigate each complaint. Adhere to our internal Stage 1 complaints processes and deadlines using Housing Ombudsman Guidance.
• Consult with and develop engagement process with all relevant colleagues within the Property Services Division. Collate information and prepare a stage 1 complaint response.
• Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
• Capture the lessons learnt from the Complaints process sharing this data with each the Area Managers.
• Monitor and where applicable manage the aftercare following the customers concerns post complaint response, ensuring relevant works are booked for resolution. This will involve consulting with technical staff, surveyors, and contractors.
• Ensure accurate records are regularly updated on our CRM system.
• Offer latest ideas and innovations on how to improve all aspects of customer service within the Directorate.
• Build strong networks internally and externally to enhance the customer experience to ensure transparency and ease of communication.
• Responsible for managing incoming customer queries by email/CRM and telephone.
• Maintain and update customer records and internal systems in accordance with department protocols.

The post holder will report directly to the Continuous Improvement Manager – Customer Care

Principle outputs and responsibilities

Improving the customer experience and the Directorates continuous development by:

• Taking ownership
• Ensuring outstanding administrative support across all areas of the Directorate to support the customer journey.
• Providing professional support to the Assistant Director and Director of Property Services
• Continuous improvement of back-office processes and systems to support efficiency and quality in resolutions and aftercare following concerns/complaints by customers.
• Putting the customer at the centre and creating a positive customer experience
• Implementing decisions to support continuous service improvement within the directorate to ensure quality of service by understanding the customer and aiming that “Right First Time” is embedded with the team and the customer is at the heart of what we do.
• Support the Assistant Director to monitor and manage performance indicators against agreed service levels and KPIs around the customer experience and feedback.
• Ensuring the timely production of routine management reports to support service delivery and meet the business requirements as part of the customer journey.
• Assist and coordinate in the Investigation of complaints (informal and formal) and expressions of dissatisfaction with the service; Respond to customers within our published service standards, both verbally and in writing. Analyse and capture lessons learnt and ensure these are shared with the senior management team and wider administrative team, ensure that processes are reviewed to avoid similar occurrences and where required identify any weaknesses in processes and procedures.
• Monitor and where applicable manage the aftercare following customers concerns and formal complaints within Property Services.
• Act as an ambassador and champion for the customer experience for the service, actively building positive working relationships with key internal and external stakeholders.
• Any other reasonable duties to support service delivery.

Essential

• Minimum of three years complaint / customer service experience
• Complaints and Aftercare handling
• Advanced IT skills and literacy
• Excellent communication skills, both oral and written
• Initiative-taking, resilient, assertive, and confident
• Excellent organisational skills

Desirable

• Experience of working in the Housing/Property sector

About Us:

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Expected salary

£29504 per year

Location

Dartford, Kent

Job date

Wed, 31 Jan 2024 08:17:09 GMT

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