Hiring Now: Complaints Resolution Lead Near You – Apply Today!
Your Next Complaints Resolution Lead Job Starts Here – Apply Now!
Complaints Resolution Lead
Job Posted: 22 days ago
Salary: £ 20 - 26.86 / Hour
Job Type: Contract
Location: ME9, Tunstall, Kent
Expire in: 6 days
Job Description
Aatom Recruitment is looking for a Complaints Resolution Lead on behalf of a Local Authority.
Job Titile: Complaints Resolution Lead
Contract Duration: 3 Months with possibility of extension
Hybrid for 2 days may be option based on training completion, also working from the Croydon office can be an option
Hours per week: 35
ROLE
What youll be doing:
* Deliver a great complaints experience in line with the Housing Ombudsmans and regulatory code.
* Provide a customer-focused responsive service for residents/customers you assist with a complaint.
* Reviewing, investigating, and responding to all concerns raised in a way that is positive and helpful, maximising early resolution of issues, minimising further problems for customers, and keeping customers always updated. Handle all aspects including service requests, stage one and two complaints, Housing Ombudsman cases, MP and Counsellor Enquires.
* Manage customer expectations in relation to policy and procedural matters in a non confrontational and customer focused manner, offering alternative wherever possible.
* Tailor actions and responses to meet the diverse needs of residents/customers.
* Draft accurate and thorough responses to the Housing Ombudsman Service.
* Accurately record all customer contacts, complaint details, actions and learning points on management systems (for example Customer Relationship Management System).
* Assist residents/customers in a way that complies with relevant regulatory and legislative requirements including those regarding data protection, health and safety, equalities and diversity and safeguarding, applying learning from relevant training and minimising risk.
* Build and maintain relationships with colleagues.
* Provide effective information and advice to enable teams to resolve complaints effectively.
* Ensure internal stakeholder satisfaction with the service.
* Attend regular performance and liaison meetings with operational teams.
* Develop good working relationships, attend, and present at team meetings, share lessons learnt.
* Support teams to identify and complete follow up actions and share feedback to improve service.
* Complete follow up actions in a timely and high-quality way, in line with agreements.
* Calculate and ensure payments are processed for compensation in line with policy.
* Monitor complaint Key Performance indicators (KPI) elated to your role.
* Assist some customers on an ongoing basis, beyond the resolution of issues, where a need for this is identified including becoming the main point of contact where appropriate.
* Act collaboratively to ensure lessons are learnt from complaints.
* Experience Assisting customers with a range of enquires across different channels including email and telephone in a busy customer facing environmentBefore You Apply
Do not include the following in your job application, CV, or cover letter:
- Bank details.
- National Insurance number.
- Date of birth.
You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.
Looking for your next career move? Join a top company hiring Complaints Resolution Lead job near me in ME9, Tunstall, Kent! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
Similar Jobs
© Vita CV: Registered in England and Wales (16187919).