Service Care Solutions Ltd

Complaints Officer

Job Title: Complaints Officer
Locations: Camden, NW1 - mix of office and homeworking
Contract Type: Temporary ongoing
Work Pattern: Monday-Friday 37 hours per week
Start Date: June 2021
Job role -
The Complaints role is pivotal to the success of delivering a first-class customer experience.

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.

As Customer Insight Officer you will:

, 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
, Proactively work with our internal and external stakeholders to prevent informal complaint escalation
, Carry out audit 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 services.

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 informal 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.

Candidate profile -
, Experience of working within a complaint's environment in a housing capacity
, A wealth of experience about how to delight customers and manage expectations.


, A commitment to social housing.


, 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
, Experience of carrying out research and presenting written arguments in a concise but compelling way.

If you are interested in this position and meet the above criteria, please send you CV now for consideration.
If you require any additional information regarding the position, please call Ryan at Service Care Solutions on 01772 208 966 or send an E-Mail to ryan.curwen@servicecare.org.uk




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