Corporate Complaints & Insight Coordinator
| Posting date: | 16 July 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 15 August 2024 |
| Location: | London, London |
| Company: | Riverside |
| Job type: | Permanent |
| Job reference: | 3069 |
Summary
Job Title: Corporate Complaints Officer
Contract Type: Permanent
Salary: £33,485 - £36,575
Working Hours: 35 hours Per Week
Working Pattern: Monday to Friday
Location: Arlington, London - Hybrid
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 a Corporate Complaints Officer
The Corporate Complaints & Insight Coordinator role is pivotal to the success of delivering a first-class customer experience at One Housing. This role is central to the seamless management and delivery of the overall complaints & Insight function. As brand ambassador for the team, you will work with our customers, internal and external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement.
About You
You will have experience working within a complaint’s environment and in report and letter writing.
Why Riverside?
One Housing is part of 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.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
As Corporate Complaints Officer you will:
- Lead on the Coordination and facilitation of Housing Ombudsman engagement, preparation of referral packs, determinations and compliance in line with Complaint Handling Code requirements.
- Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures.
- Act as Business Champion supporting our internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution & Complaints Handling Code.
- Proactively work with our internal and external stakeholders to prevent informal complaint escalation.
- Carry out peer reviews and scrutiny of complaints case handling to ensure it meets with our regulatory and statutory requirements.
- Challenge and escalate concerns identified in relation to poor complaint case handling.
- Maintain and improve appropriate administrative systems to support the business activity.
- Carry out target number of customer surveys to obtain insight on OH complaint procedure. Ensure data collected is succinct, accurate and robust to inform on issues identified. Generate reports on the findings.
- Utilise customer satisfaction results and use the voice of the customer to improve service.
- Satisfy our customers by delivering a high-level customer focussed service.
- Provide advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence.
- Regularly update the relevant IT systems and databases to ensure that records of complaints, expressions of dissatisfaction and MP/Councillor’s enquiries are accurate and up-to date and provide a clear audit trail.
- Undertake associated duties relevant to the role and as required.
Principal outputs & responsibilities
As part of the team you will:
Customer service:
- Facilitate the end-to-end handling of Housing Ombudsman activity.
- Day to day handling of complaints and supporting complainants through the complaints process #customer first.
- Work with staff across all services to focus on getting the right solution first time for our customers and delivering high levels of satisfaction.
- Ensure all front-line teams understand how to prevent dissatisfaction and what to do to put things right.
- Maintain an up-to-date understanding of handling complaints and improving satisfaction and use this to delight customers at every interaction.
- Create and support opportunities that ensure residents feedback is collected and used to fully inform our services.
- Get to know what makes our residents happy, be the champion for your area taking responsibility for ensuring residents’ concerns and reasons for dissatisfaction are recognised and steps taken to address problems.
Service Improvement – modernising services:
- Use Housing Ombudsman feedback to improve complaint handling and our service offer.
- Use customer insight reports, complaints, audits and other statistics to shape and deliver best performance for you and your team.
- Support better ways of working that drive efficiency, promote excellence and ensure value for money.
- Engage in a culture of developing innovative solutions and services that enhance our business, deliver on value for money and reflect our values.
- Meet KPIs achieving upper quartile performance.
- Embrace IT systems to keep website, hub, databases and literature up to date and communicating effectively with a range of audiences, promoting OHG positively in all communication.
- Manage workloads effectively, balancing priorities and being able to complete new projects on time whilst maintaining a quality service and achieving targets.
- Regularly update the relevant IT systems and databases to ensure that records of complaints, expressions of dissatisfaction and MP/Councillor’s enquiries are accurate and up-to date and provide a clear audit trail.
Partnerships and collaborative working:
- Provide effective business partnering support to investigating managers to ensure thorough and robust investigations and responses of complaints.
- Create and enhance internal collaboration ensuring a high level of performance is maintained and targets met.
- Work closely with residents, external stakeholders (E.G Housing Ombudsman Service, Support Agencies) and other departments within One Housing to deliver the corporate plan and operational targets.
- Manage external partnerships, particularly political to enhance our reputation without compromising our objectives.
- Work with all stakeholders, local authority partners, boards, panels and statutory services to address concerns raised through the complaint’s platform.
Person specification
Knowledge, Skills and Experience
Essential:
As Corporate Complaints & Insight Coordinator, you will have:
- Experience of working within a complaint’s environment.
- Experience in report and letter writing.
- Experience of carrying out investigative research and presenting written arguments in a concise but compelling way.
- Ability to interrogate data and present findings.
- A wealth of experience about how to delight customers and manage expectations.
- A ‘can-do’ attitude and solutions-driven, innovative approach that has successfully modernised services.
- A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
- Be confident with strong communication skills, and excellent written skills.
- An understanding of how to manage difficult conversations face to face and by telephone.
- Excellent knowledge of all MS office applications including intermediate knowledge of outlook, word, excel and a working knowledge of vision.
- A proactive and confident person who uses their initiative to continuously improve services.
- A team player who is always around when needed and willing to support others during the most challenging times, able to step outside your role when the service demands.
- A confident communicator who can sell the most difficult message, reassure the most vulnerable resident and breathe life into the most boring topic, at ease at presenting to wide audiences, and able to speak confidently at external meetings.
- Someone who demonstrates a high level of professionalism in their work at all times, working with minimal supervision to complete tasks accurately the first time.
- Someone who can converse with a wide range of customers across all communication channels including social media, smart phones apps etc.
- A pro-active problem solver who can identify and resolve issues quickly and calmly.
- Resilient and ready to take responsibility when things go wrong, maintaining a professional approach.
- Receptive to feedback seeing it as a vital part of your work and want to continually improve, learn and develop your skills.
- Be able to handle all types of contact and relationships with ease remaining calm under pressure, inspiring confidence in your ability and demonstrating commitment to excellent partnership working.
- Highly organised and great at prioritising in an extremely busy environment.
- Educated to a good standard in English and Maths, highly literate and confident working with numbers and statistics.
Desirable:
- Experience of working within the social housing sector
- Knowledge of Housing Ombudsman Service and the Complaints handling Code
- Housing Management Qualification - Desirable
Other Duties:
- Ensure that responsibilities for Health & Safety are properly understood and discharged as defined in One Housing’s Health & Safety Policy and that Health & Safety concerns are promptly and clearly communicated to the appropriate people.
- Comply fully with One Housing’s policies and procures including the standing orders and financial regulations.
- Comply with the Equal Opportunities and Diversity Policy.
- Comply with the data protection act (all employees will not disclose or make use of for their private advantage any information held on record which is not available to the public).
- Carry out any other reasonable duties as required.