- Managing your own caseload
- Conducting impartial investigations/ reviewing stage 1 decisions
- Working within response deadlines and adhering to team SLA's/ KPI's
- Liaising with customers and internal departments via telephone and email
- Challenge decisions of internal departments
- Calculating compensation in line company procedures
- Ensuring information is documented and systems are updated
- Strong customer service
- Previous complaint handing experience
- Excellent written and verbal communication
- Inquisitive and investigative nature
- Critical thinker and ability to use own initiative
- Quick learner
- Computer literate
- Able to work within SLA's and achieve targets
Customer Relations Officers – Stage 2 Reviewer - Trafford, United Kingdom - L&Q
2 weeks ago
Description
The Role:
Title: Customer Relations Officers – Stage 2 Reviewer
Contract type: Permanent
Hours: Full time, 35 hours per week
Location: West Ham Lane, Stratford or Sale Point, Manchester
Persona: Agile/hybrid working- office based 20-40% (3-4 days working from home)
Salary: Inside London starting from £31,923pa
Outside London starting from £28,045pa
Closing date for completed applications: 3rd May 2024 at 11:59pm
Interviews will be held on the 15th, 16th & 17th May 2024
**Early applicationsare encouraged as we reserve the right to close the advertisement and interviewearlier than stated
Our Customer Relations team is expanding, and we have some great opportunities for customer service professionals wanting to make a real difference We continually strive to provide a first-class service to our customers and are equally committed in making the right decisions with complaints.
Do you consider yourself to have an inquisitive nature? Are you customer-focused and thrive on helping people? Then you should consider applying to join our passionate and supportive Customer Relations team
As a Customer Relations Officer - Stage 2 Reviewer, you will be responsible for effectively reviewing, investigating, and responding to Stage 2 complaints in line with the new Housing Ombudsman Complaint Handling Code. We are looking for effective communication skills, both verbal and written, and out the box thinking to produce excellent responses to escalated cases.
The aim is to provide our customers with a satisfactory resolution and/ or signpost them through the correct escalation procedure the Housing Ombudsman Service.
In this role, you will balance your time speaking with customers over the telephone to understand why they have requested their complaint to be escalated. You will conduct thorough and completely impartial investigations of each case and produce excellent written outcomes, and at times, compensation for the escalated cases.
To be successful in this role, you will need to be caring, understanding, empathetic and be able to produce letters to a very high standard, including a full review of your investigation. You need to have a confident approach in reviewing escalated cases, as you will need to challenge decisions that may have already been agreed upon from other business areas. Therefore, strong and effective communication skills are essential
This ideal candidate will be very customer focused, exceed targets and thrive a fast-paced environment.
In this role, you will be responsible for:
Key skills and experience:
We're actively building diverse teams and encourage applications from everybody. We want to create an inclusive environment where everyone can contribute their best work and develop to their full potential. We celebrate our differences and recognise the importance of our teams reflecting the communities we serve.
If you have the passion, drive and skills listed above, and are interested in working for an organisation that can really make a difference to people's lives, then please apply without delay
For more information, please refer to the role profile.
Our commitments:
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.
In addition to our support and training, the successful candidate will have access to our full suite of benefits including 28 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.
We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you're interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, a change to working hours - if it's feasible then we'll make it happen.
We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.
We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.
L&Q is a regulated charitable housing association and one of the UK's most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the South East.
As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.
Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.