Complaints Resolution Officer

Posted 09 May 2024
Salary Negotiable
Job type Temporary
Discipline Social Housing Recruitment
Contact NameAndrew Golder

Job description

We are currently working in partnership with a Housing Association based in Greater Manchester, who are recruiting for a Complaints Specialist on a temporary contract for four months. The position is due to start 20th of May, with the potential to go permanent. The hourly rate of pay is negotiable and the role will be full time hours!

The ideal candidate will have a strong background in meeting with tenants and dealing with their issues. The role will involve some travel to see tenants and will therefore need a car. The successful candidate is expected to be in the office or on patch at least 3 times a week.

Duties will include (but are not limited to):

  • Dealing with complex complaints and coming up with satisfactory outcomes for tenants
  • Ensuring end to end investigations into complaints are undertaken using Housing Ombudsmen guidelines
  • Holding meetings with employees, complainants and stakeholders to compile evidence for cases
  • 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 on patch visiting tenants
  • Strong administration skills
  • Ability to work well in a team

Working hours:

36.25 hours per week

Monday – Friday, 9am-5pm or 8am – 4pm

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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