Complaints Resolution Expert

Complaints Resolution Expert

• Location: SE1, London
• Job Type: Temporary (6-month contract)
• Salary: PAYE 21.33 per hour, Umbrella 27.08 per hour
• Working Model: Hybrid (2 days in the office)

We are seeking an experienced Complaints Resolution Expert to join a New Homes Customer Care team within a housing association. This role is crucial for ensuring timely, high-quality responses to customer complaints and Housing Ombudsman queries. The ideal candidate will have extensive experience in managing complex complaint cases, particularly within the housing sector, and demonstrate a strong understanding of regulatory standards and compliance frameworks.

Day-to-day of the role:

• Lead on the delivery and continuous improvement of complaints handling, including Stages 1 & 2, service recovery, and Housing Ombudsman cases, in line with internal policies and procedures.
• Own and manage complaint cases across the New Homes Customer Care service, ensuring all responses are completed within agreed timeframes.
• Collaborate closely with the Complaints Team and external contractors to drive resolutions that are customer-centric and compliant.
• Conduct thorough investigations and prepare accurate, timely complaint responses that reflect empathy, clarity, and professionalism.
• Ensure that all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met or exceeded.
• Maintain clear, timely, and respectful communication with customers throughout their complaint journey.
• Oversee complex queries that come through the New Homes Customer Care inbox, resolving issues efficiently and within required deadlines.

Required Skills & Qualifications:

• Proven experience in handling customer complaints, preferably within a housing environment.
• Understanding of the Housing Ombudsman requirements as reflected in the Complaints Handling Code.
• Strong customer service skills with the ability to deliver empathetic and focused outcomes.
• Excellent organizational skills to ensure work is delivered within deadlines.
• Good analytical and lateral thinking abilities.
• Exceptional communication skills, both written and oral.
• Demonstrated tenacity, resilience, and focus in the face of challenges.

To apply for the Complaints Resolution Expert position, please submit your updated CV