Your new company

Hays is seeking an experienced Customer Complaints Officer to join a well-established client based in Northallerton.

Your new role

• Identify improvements from complaints and be able to suggest changes to improve services
• Provide an effective complaints service for any complaint that goes through the complaints process.
• Acknowledge all complaints and be the support for customers and colleagues throughout the process.
• To be the main point of contact for any customer that raises a complaint. To communicate regularly with the customer, thereby developing trust and confidence with the customer.
• Co-ordinate a complaint between the customer and the investigating officer; including ensuring that the customer complaint is fully defined, and the desired resolution clearly articulated, and setting customer expectations about our responsibilities as the landlord.’ and to establish if the customer has any reasonable adjustments that would support and ensure fair access to and an equitable outcome from the process.
• Lead colleagues through the Housing Ombudsman Complaint Handling Code and the Complaints Policy throughout the complaints process.
• Coordinate and support the effective management of all complex stage one complaints.
• Assist investigating officers to write thorough, comprehensive letters of high quality to customers, which will outline the actions taken in response to their complaint and follow the Housing Ombudsman Code.
• Managing the complaints process in Salesforce, taking the lead on identifying system improvements and liaising with colleagues to implement them.

What you'll need to succeed

• Experience of directly delivering customer complaints resolution in a social housing context.
• Experience of working with vulnerable people, tenants or service users
• Excellent organisational skills
• Excellent writing and editing skills.
• Data analysis – able to evaluate, monitor and review data
• IT literate and confident in using online technologies to encourage internal and external customers and stakeholders.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.