Complaint and Early Resolution Officer
| Posting date: | 26 April 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 26 May 2024 |
| Location: | Liverpool, Liverpool |
| Company: | Riverside |
| Job type: | Permanent |
| Job reference: | 2603 |
Summary
Job Title: Complaint and Early Resolution Officer
Contract Type: Permanent
Salary: £31,927.84 (£35,125.99 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern: Monday-Friday
Location: Liverpool
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as Complaint and Early Resolution Officer.
In this role you will provide a professional, responsive and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at point of contact. you will deliver a customer centred approach to the handling of feedback and complaint resolution. Ideally in this role you will ensure all investigations are in line with the appropriate policy and procedures that are in place to develop performance information, insights and understanding into the causes for customer feedback and to identify areas for improvement based on learning.
About you
We are looking for someone with:
• Strong analytical and investigation skills.
• Excellent planning and organisational skills.
• Able to work to own initiative.
• Excellent interpersonal skills and the ability to communicate both verbally and in writing, focus on plain English.
• Dispute resolution skills, and the ability to truly listen to a customer’s concerns and resolve effectively
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile.
Role requires you to:
• Manage a caseload of service requests and complaints to ensure effective early resolution for our customers in accordance with agreed Policies, processes, standards, time scales and targets using our Customer Relationship Management system, Salesforce.
• Thoroughly investigate feedback and complaints from customers showing empathy and understanding. Examine databases, files, records and liaise and meet with relevant staff in order to fully understand the events and actions leading up to the complaint.
• To ensure complaints are responded to and fully investigated within the required timeframes and in line with internal and external processes.
• Work closely with the rest of the service improvement team, and heads of service to ensure the process meets best practice and gives the best customer experience.
• Through complaint handling be able to identify and escalate any serious concerns or risks to business through the appropriate channels and to Senior Management, such as any Health & Safety or Data Protection concerns
• Actively promote and raising awareness of the feedback and complaints procedure across the organisation and the customers ensuring it is inclusive and accessible
• Support the Complaint Resolution Manager with stage 2 complaints.
• Contribute to the dissemination of learning outcomes to both colleagues and customers to raise
Ensure all complaint documentation and record keeping is accurately maintained on the customer relationship management system.
• Plan and facilitate complaint meetings and other methods of resolving feedback and concerns in a positive manner.
• Build and maintain good relationships with all colleagues across The Riverside Group to ensure service improvements are seen as positive changes.
• Contribute to the development of best practice standards and share learning across the team
Person specification Knowledge, Skills and Experience
Essential
• An empathic approach to dealing with customers.
• Strong analytical and investigation skills.
• Excellent planning and organisational skills.
• Able to work to own initiative.
• Excellent interpersonal skills and the ability to communicate both verbally and in writing, focus on plain English.
• Dispute resolution skills, and the ability to truly listen to a customer’s concerns and resolve effectively
• A ‘can-do’ attitude and solutions-driven, innovative approach
• An awareness of the risks associated with poor complaints management.
• Effective stakeholder management, both internally and external to the organisation.
• The ability to remain calm in a pressurised environment.
• Excellent team player who can work flexibly to meet business requirements.
• Results driven with strong analytical skills and experience of providing meaningful management information.
• Proficient use of Microsoft Office
Desirable
• Knowledge of Housing
• Knowledge of the Housing Ombudsman’s complaint handling code.
• Experience of working in a complaints/resolution team
• Experience identifying service improvements as a result of feedback and complaints