Customer Service Advisor
| Posting date: | 13 May 2024 |
|---|---|
| Salary: | £11.98 to £13.27 per hour |
| Hours: | Full time |
| Closing date: | 12 June 2024 |
| Location: | Somerset, South West England |
| Remote working: | Hybrid - work remotely up to 1 day per week |
| Company: | Raynet Recruitment Ltd |
| Job type: | Temporary |
| Job reference: | RQ1269491 |
Summary
***37 Hours a week***
***Basic DBS required***
Somerset Council's housing landlord service provides housing management services to approximately 5,600 council housing tenants.
The role is predominantly supporting colleagues to provide an effective complaints handling service to meet the requirements of the Housing Ombudsman and Social Housing Regulator:
- Responsible for receiving and administering all housing complaints into the service within set timescales.
- Interrogating in-house systems, speaking to colleagues and using policies and processes to identify whether the contact received is a service request or complaint.
- Making reasoned judgements to ensure the complaint or service request is triaged to the correct team.
- Responding to residents via email or letter to acknowledge, reject or extend their complaint, within the scope of the Housing Ombudsman Complaint Handling Code.
- Providing support to colleagues to ensure they are providing timely and high quality complaint responses.
- Other admin tasks associated with complaint handling and team administration, which may include updating our customer liaison list, sending out responses, processing requests to escalate a complaint and handling complaint related
queries from residents and colleagues when required.
***Basic DBS required***
Somerset Council's housing landlord service provides housing management services to approximately 5,600 council housing tenants.
The role is predominantly supporting colleagues to provide an effective complaints handling service to meet the requirements of the Housing Ombudsman and Social Housing Regulator:
- Responsible for receiving and administering all housing complaints into the service within set timescales.
- Interrogating in-house systems, speaking to colleagues and using policies and processes to identify whether the contact received is a service request or complaint.
- Making reasoned judgements to ensure the complaint or service request is triaged to the correct team.
- Responding to residents via email or letter to acknowledge, reject or extend their complaint, within the scope of the Housing Ombudsman Complaint Handling Code.
- Providing support to colleagues to ensure they are providing timely and high quality complaint responses.
- Other admin tasks associated with complaint handling and team administration, which may include updating our customer liaison list, sending out responses, processing requests to escalate a complaint and handling complaint related
queries from residents and colleagues when required.