Senior Complaints Investigation Officer

Description:

Senior Complaints Investigation Officer
Pertemps are currently recruiting for a temporary Senior Complaints Investigation Officer to join our clients Customer Experience team. Based in Stafford, however on a hybrid working basis.
 
This role requires formal investigation of situations where customers express concern or dissatisfaction and explores experiences looking to address the issues identified, seeking positive outcomes and learning, to inform service improvements. 
 
Salary: £15.60ph
Hours: Mon-Fri 37 hours per week.
Temporary for approx. eight weeks.
 
Duties not limited to:

Contribute to the delivery of effective service by assisting managers and staff in the resolution of complaints.
Investigate, recommend action, and respond to stage 2 complaints, ensuring that customers receive the best service possible.
Collaborate with the Complaints Manager to provide complaints trends and to constantly review the systems in place to improve service efficiency and learning and service improvements from complaints.
Work alongside the Complaints Manager to identify potential/actual complaints risks and liaise with appropriate personnel both within and outside the organisation.
Liaise with stakeholders on a weekly basis and report on the level of customer complaint resolutions.
Serve as a point of contact for complaints from tenants receiving services, maximising customer satisfaction, ensuring full communication at all times.
Serve as the Housing Ombudsman’s (Local Government and Social care Ombudsman) primary point of contact and respond to all enquiries under the supervision of the Complaints Manager.
Deputise for the Complaints Manager when required. 
Ideal Candidate:

Has knowledge and experience of resolving/investigating complaints or complex customer service queries.
Working knowledge of the Housing Ombudsman Complaint Handling Code.
Demonstrable experience in successfully managing a wide range of complaints, using recognised, formal processes, for a diverse customer base.
Able to work collaboratively with our customers and in-house teams, to build positive relationships, effective working arrangements and ensuring the delivery of high-quality customer service. 
Has strong communication skills and has the experience of communicating with both internal and external stakeholders.
Can analyse and interpret customer experience into learnings, to feed continuous improvement.
Has experience of working within the housing management systems (desirable)
Is competent in Microsoft Office, including Word, Excel, PowerPoint, MS Project.
Is a team player with excellent organisational skills and the ability to work through processes in an accurate and timely manner. 
If you would like to be considered, please click to APPLY