Complaints and Resolutions Specialist

Posted 10 July 2024
Salary £21.85 per hour via an Umbrella Company
Job type Temporary
Discipline Social Housing Recruitment
Contact NameDominic Paver

Job description

We are currently working in partnership with a Nationwide Housing Association, who are recruiting for Complaints Officers on temporary contracts until the end of March 2025. The three positions are due to start immediately, with the potential to go full time. The hourly rate of pay is set at £21.85 via an Umbrella company.

The ideal candidate will have experience within Housing or Complaints and have a natural ability to build relationships with customers. The role is based in a hybrid capacity from an office in Great Manchester two days per week.

Duties will include (but are not limited to):

  • Dealing with complaints and coming up with satisfactory outcomes for tenants

  • Ensuring end to end investigations into complaints are undertaken using Housing Ombudsmen guidelines

  • Investigating cases of stage one complaints

  • Holding meetings with employees, complainants and stakeholders to compile evidence for cases

  • Liaising with local MPs and the Housing Ombudsman

  • Work to set KPI’s including the number of cases escalated from Stage 1 to Stage 2

  • Completing the company complaint resolution cycle in full

  • Maintaining the database, ensuing systems are updated in a timely manor

  • Taking responsibility for the responses and actions for Stage 1 complaints

  • Working towards strict deadlines

Experience required:

  • Experience required in Social Housing

  • Experience working with customers within housing

Rewards and Benefits:

  • Hybrid working

  • Flexible working days

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.

Don’t forget our recommendation scheme: Recommend a friend or colleague to us and receive up to £100 each once they have completed 20 days in a role via James Andrews! Terms and conditions apply, contact us for details.