Complaints Handler
| Posting date: | 03 May 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 02 June 2025 |
| Location: | London, London |
| Company: | Riverside |
| Job type: | Permanent |
| Job reference: | 4357 |
Summary
Job Title: Complaints Handler
Contract Type: permanent
Salary: £37,070 per annum
Working Hours: 35 hours per week
Working Pattern: Monday to Friday
Location: 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 Complaints Handler
In this role you will be managing a caseload of service requests and complaints (all stages) 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. You will deal with complaints from all areas of the business to ensure complaints are responded to and fully investigated within the required timeframes and in line with internal and external processes. Ideally in this role 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.
About you
We are looking for someone with:
• 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.
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.
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.