Interim Complaints Business Improvement Lead

Posted 28 May 2024
Salary Up to £22.00 per hour via an Umbrella Company
LocationEast Midlands
Job type Temporary
Discipline Social Housing Recruitment
Contact NameGeorge Pearson

Job description

Our client, based in Leicestershire, is currently recruiting for a Customer Experience Advisor (Complaints) on a 3-month temporary contract.

The position is due to start immediately on a full-time basis, fully remote with the rare need to travel into the main office. The hourly rate is negotiable up to £22.00 per hour via an Umbrella Company based on experience for this position.

The ideal candidate will have experience working within a similar role and have an up to date working knowledge of the Northgate System.

Duties will include (but are not limited to):

  • Allocating work to the team and approving work outputs to meet priorities and deadlines; managing and monitoring outputs to meet quality and performance standards

  • Providing the administration, recording and triage of customer, MP and Housing Ombudsman Service complaints and enquiries

  • Supporting the Business Insights Team and the wider organisation in delivering accurate customer feedback and lessons learnt from complaints

  • Providing weekly, monthly and quarterly data preparation, data checks and delivery to enable the collection of meaningful and timely data from customers

  • Identifying emerging issues or patterns relating to customer, MP and Housing Ombudsman Service complaints, including stage 0

  • Offering guidance and support to colleagues on tone of voice and the use of management systems, policies and procedures related to complaints

  • Investigating low level complaints and dealing with actions that require immediate attention following a complaint

  • Contributing to the effective analysis of customer complaints and Housing Ombudsman queries, by presenting data and information which identify trends and lessons learnt to avoid repeating common mistakes

  • Reviewing and action the complaints customer satisfaction feedback

  • Providing cover and support for the wider Customer Insights team on SARs, CSATs & complaints

  • Managing the Insights Team complaints inbox and work with the Hubs on the enquires inbox, ensuring all enquiries received are assessed before allocation of cases to responsible teams

Experience required:

  • Experience working within social housing

  • Experience with the Housing Ombudsman Service

Skills, knowledge and expertise required:

  • Working knowledge of using the Northgate system

Working hours:

  • 35 hours per week

  • Monday – Friday, 8am-6pm with flexibility

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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