Senior Complaints Advisor - London, United Kingdom - Sage Homes

Sage Homes

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Senior Complaints Advisor - Housing

£37,000 - £40,000 depending on experience

Hybrid

Monday to Friday

About the role:

As Senior Complaints Advisor at Sage Homes, the largest provider of new affordable homes in England, you will be assisting the Customer Service Manager with feedback and complaints processes to continuously improve the service we offer to customers.

It is a hands-on role, where you will work closely with colleagues and act as our main point of contact for feedback and complaints.

You will support the feedback process from start to finish, including liaising with the complaint owners to ensure response times are met, assist with reports on statistics, recommend service improvements and working with complaint owners and stakeholders to ensure that customers' needs are met.

This is a permanent role offering hybrid working, including three days a week working in our fantastic Covent Garden office.

What you will be doing:

Administration and processing of expressions of dissatisfaction, complaints and Member's enquiries in a timely manner.
Conduct investigations into complaints and respond to complaints and Members Enquiries
Respond to enquiries from the Local Government and Social Care Ombudsman, Housing Ombudsman and New Homes Ombudsman
Use relevant IT and CRM systems, including Microsoft Dynamics, Outlook, Excel, PowerBI, PowerPoint, Word, SharePoint, OneDrive and Teams.

Your Benefits:

We offer a wide range of benefits in return for your dedication and passion

They include:

Competitive salary and discretionary bonus
25 days holiday (not including bank holidays) with an extra day for every year's service (up to 30 days).
A workplace pension scheme, matching personal contributions up to 5%. You'll also receive life assurance for four times your annual salary
Free, confidential onetoone counselling (online) with qualified therapists, counsellors, life and career coaches via the MyndUp platform
Cycle to Work scheme: letting you save 2640% on a bicycle and accessories. You pay nothing up front and the payments are taken (before tax) from your salary monthly
A great social life with regular events and parties
Free fruit and vegetables delivered to your home four times a year
Full access to Perkbox with free and discounted deals all year round

What we're looking for:

Proven experience in customer service and complaints handling at stage one and two within a Social Housing or private sector development environment
Knowledge of the Housing Ombudsman complaint handling code and good practice
Knowledge of Local Government and Social Care Ombudsman (LGSCO) good practice
Experience of responding to Housing Ombudsman and LGSCO Enquiries
Experience of managing a complaints caseload and using complaints systems and processes
Excellent communicator and have experience in communicating and negotiating with internal and external partners verbally and in writing
Ability to act efficiently and proactively; and make effective decisions within defined decisionmaking processes
Organised and able to selfmanage; motivated by own workload, priorities and deadlines
Problem solving and negotiation skills
Have a natural customer focus, a cando attitude and is a champion for the customer
Confident and tenacious; resilient and hardworking

Get the career you want
We are committed to ensuring you have the best career here at Sage.

As well as regular support and guidance from your manager you can expect to receive a variety of learning and development opportunities to support you as you grow within our business.

This includes internally and externally delivered development programmes and opportunities to study for professional accreditations and qualifications.

Job Types:
Full-time, Permanent

Salary:
£37,000.00-£40,000.00 per year

Benefits: