Complaint and Early Resolution Officer - Liverpool, United Kingdom - The Riverside Group

The Riverside Group

Verified Company

Liverpool, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Job Title :
Complaint and Early Resolution Officer

Contract Type :
Permanent

Full time : 35 hours per week

Salary:
£26,125

Working Pattern :
Monday-Friday Hybrid

Location :
Liverpool

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.

**The difference you'll make

The role holder will provide a professional, responsive, and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at point of contact.

You will also ensure all investigations are in line with the appropriate policy and procedures that are in place. And be able to deliver a customer centred approach to the handling of feedback and complaint resolution

So, who are you?

We're looking for someone with relevant interpersonal skills and the ability to communicate both verbally and in writing, focus on plain English.

You will also have the ability to remain calm in a pressurised environment.

Although not essential, good knowledge of the Housing Ombudsman's complaint handling code.

Enjoy the rewards

Working with us, you'll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working, and the chance to learn valuable new skills.

We empower our people to do great work by investing in learning, personal development, and technology.

If you're the kind of person that wants to do a really great job and make a difference to our customers, we think you'll love it here.

Sound like a challenge you'd like to take on? Then get in touch and let's talk about how you can help us transform lives and revitalise neighbourhoods.

We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work

Job Purpose

To provide a professional, responsive, and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at point of contact.
To deliver a customer centred approach to the handling of feedback and complaint resolution
To have individual autonomy and freedom to solve customer problems.
To provide responsive, supportive, and thorough investigations to all feedback and complaints
To ensure all investigations are in line with the appropriate policy and procedures that are in place
To develop performance information, insights and understanding into the causes for customer feedback and to identify areas for improvement based on learning.
Work closely with the Heads of Services to identify service improvements as a result of customer feedback.

Accountabilities or "What You Have to Do"

Manage a caseload of service requests and complaints 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.
Thoroughly investigate feedback and complaints from customers showing empathy and understanding. Examine databases, files, records and liaise and meet with relevant staff in order to fully understand the events and actions leading up to the complaint.
To ensure complaints are responded to and fully investigated within the required timeframes and in line with internal and external processes.
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.
Through complaint handling be able to identify and escalate any serious concerns or risks to business through the appropriate channels and to Senior Management, such as any Health & Safety or Data Protection concerns
Actively promote and raising awareness of the feedback and complaints procedure across the organisation and the customers ensuring it is inclusive and accessible
Support the Complaint Resolution Manager with stage 2 complaints.
Ensure all complaint documentation and record keeping is accurately maintained on the customer relationship management system.
Plan and facilitate complaint meetings and other methods of resolving feedback and concerns in a positive manner.
Build and maintain good relationships with all colleagues across The Riverside Group to ensure service improvements are seen as positive changes.
Contribute to the development of best practice standards and share learning across the team.
Contribute to the dissemination of learning outcomes to both colleagues and customers to raise awareness of service improvements identified during the course of the complaint investigations

**Knowledge, Skills and Experience
**Essential