Complaints Advisor
Posted 7 days ago by Karter Thomas Ltd on CVLibrary
£33,951 Per year
Fixed-Term
Hybrid
Richmond upon Thames, Greater London
Summary: The Complaints Advisor role involves managing and resolving complex complaints for a social housing provider in South West London on a 10-month fixed-term contract. The position requires a customer-focused approach and adherence to sector standards, with responsibilities including independent investigations and collaboration with internal teams. The role offers hybrid working arrangements and aims for an immediate start.
Key Responsibilities:
- Manage and conduct independent investigations into complex and formal complaints from initiation to resolution.
- Ensure all complaints are acknowledged and responded to in accordance with the Housing Ombudsman’s Complaints Handling Code and the organisation’s internal policies.
- Liaise with internal teams and senior stakeholders to resolve complaints effectively and avoid escalation to Stage 2.
- Identify and escalate high-risk cases to the Complaints and Complex Case Manager.
- Raise safeguarding concerns where appropriate.
- Prepare comprehensive responses to enquiries from Councillors, MPs, and the Housing Ombudsman, working collaboratively with other teams.
- Analyse complaint trends and report findings to support service improvement and prevent recurrence.
- Maintain a thorough and up-to-date audit trail for each case within the CRM system.
Key Skills:
- Experience managing complex customer complaints, ideally within the housing or public sector.
- Excellent written and verbal communication skills, with a strong customer focus.
- Ability to handle sensitive issues with diplomacy, empathy, and professionalism.
- Strong attention to detail and experience maintaining accurate case records.
- Knowledge of safeguarding protocols and complaint handling procedures aligned with regulatory standards.
- Familiarity with the Housing Ombudsman’s guidelines is highly desirable.
Salary (Rate): £33,951
City: Richmond upon Thames
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: fixed-term
Seniority Level: Mid-Level
Industry: Other