Complaints & Complex Case Worker

Posted 06 June 2024
Salary £32,932
Job type Permanent
Discipline Property Management & Construction Recruitment
Contact NameRiddhi Shukla

Job description

We are currently working in partnership with a Housing Association based in Middlesex, who are recruiting for a Repairs Complaints & Complex Case Worker on a 6 month fixed term contract. The position is due to start immediately and the salary on offer is £32,932 per annum.

The ideal candidate will have experience working for a social housing provider in a contact / call centre environment and previously managed complaints at stages 1 & 2.

Duties will include (but are not limited to):

  • Manage and carry out independent investigations into complex cases and formal complaints throughout the customer journey to resolution
  • Ensure complaints are correctly acknowledged and responded to in line with the Housing Ombudsman Complaints Handling Code and RHP Complaints Policy
  • Raise safeguarding concerns where necessary
  • Resolve complaints and avoid escalation to stage 2 by working with senior stakeholders across the whole business and ensuring the customer is happy with the outcome
  • Identify and escalate any high-risk cases to the Complaints and Complex Case Manager for Review
  • Make sure a thorough audit trail of each complaint case is available and updated on CRM, in line with the Housing Ombudsman guidelines

Experience required:

  • Experience of dealing with complex case management and using CRM
  • Experience working with customers within housing

Skills, knowledge and expertise required:

  • Being creative in thinking outside the box to quickly resolve problems
  • Demonstrating inclusive behaviors, respecting and embracing difference and listening to other people’s unique perspective

Rewards and Benefits:

  • 2-3 days working from home
  • Platinum in the investors in people award
  • One of the top 50 landlords

Working hours:

  • 35 hours per week
  • Monday – Friday, 9am-5pm

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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