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Complaints & Customer Aftercare Officer
| Posting date: | 10 January 2025 |
|---|---|
| Salary: | £15.11 per hour |
| Additional salary information: | per hour PAYE |
| Hours: | Full time |
| Closing date: | 08 February 2025 |
| Location: | BINLEY, CV3 2SU |
| Company: | Triumph Consultants Ltd |
| Job type: | Temporary |
| Job reference: | OBT PXBM4 |
Summary
What's involved with this role:
Ref number: OBT PXBM4
Could be temp to perm opportunity for the right person
9 to 5, 8-3 or 10-6 – can be flexible. Can also be flexible with part time/ full time for the right person - Minimum circa 25 hours a week, standard full time is 36.25 hours a week.
Initially needs to be in the office for training full time for 2 weeks, systems, process and then go into to more Hybrid
Please do not apply for this role unless your CV meets the following general requirements, listed below:
You must be UK based and have the right to work in the UK.
For office based and hybrid roles, your commute to the place of work must be less than 1 hour.
This is a temporary role. Please do not apply if you are seeking a permanent position.
Skills & Experience:
Working knowledge, understanding and ability to interpret Regulatory Requirements underpinning the sector
Experience of dealing with high level/post resolution complaints and prior experience of working within a regulated complaints environment.
Experience of working with vulnerable and complex needs customers
Exceptional attention to detail and accuracy
Great organisational, planning and time management skills.
Effective case management skills to manage own diary and to maintain several post resolutions cases.
Strong interpersonal skills, being a great communicator (both written & verbal) with the ability to influence and inspire colleagues and partners
Desirable:
Multi-channel experience including email, web chat and social media
Ability to travel to meet the requirements of the role
What's involved with this role: We are seeking someone who has worked with complaints previously i.e. in banking or Customer service in housing, working with internal teams chasing repairs, contractors, good communicating. Ideally need to have worked with regulated framework for complaints (Housing Associations, bank etc)
Key Responsibilities:
Handle high profile and complex post resolution complaints effectively and to use initiative and take ownership of post resolution complaints aftercare through working directly with customers, external stakeholders, and wider business colleagues.
Work within regulations and service delivery plans ensuring your own continued high performance of service.
Ensure the Housing Ombudsman Code is being adhered to and performed against a robust performance & quality management framework, to deliver, assess and own key KPI’s, quality and performance.
Identify areas of possible improvement. Provide suggestions to support the Complaints and Customer Aftercare Manager in continuously improving process, policies, procedures, practices, projects, system enhancements and to support the improvement of the service delivered to our customers.
Champion customer engagement and resident empowerment across the service ensuring a commitment to delivering customer focused services.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV.
Due to the number of CVs being sent to us unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days please assume that you have not been shortlisted on this occasion.
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Job Ref: OBT PXBM4
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.