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  • Complaints & Resolution Officer - London - The Guinness Partnership

    The Guinness Partnership
    The Guinness Partnership London

    2 months ago

    Description

    JOB DESCRIPTION
    About the role

    We have an exciting opportunity for a Complaints & Resolution Officer to join the Guinness Team.

    This is a full time, 35 hours per week, up to 12 months fixed term contract role based at out London, Craft Court office.

    We are currently working to a hybrid working style.


    The overall purpose of the role is to manage an allocated caseload of resident complaints within agreed timescales and quality standards.

    What We Are Looking For


    We know that how we do things is just as important as what we do, so you'll not only be highly self-motivated with the rigour to pursue goals, but you'll also be a confident collaborator, networker and relationship builder with a willingness to go the extra mile to get the job done.

    You will be able to demonstrate


    Essential:
    Demonstrates the Guinness Behaviours.
    Experience handling complaints
    Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
    Proven experience of problem solving and effective decision making in complex situations.
    Experience of using new and emerging technologies in an omni-channel Customer Service Environment which are customer led.
    Ability to work both as an individual and as part of a team.
    Ability to deal sensitively, empathetically and tactfully with difficult and challenging situations.
    Ability to analyse and interpret data and information to inform decision making.
    Demonstrable excellent oral and written communication.
    Good knowledge of Microsoft Office.
    Excellent attention to detail.


    Desirable:
    Experience dealing with the Housing Ombudsman Service.
    Relevant customer service standard qualification.
    Experience handling complaints.

    Qualifications


    Essential:
    Educated to Level 2 (C+ or 9-4 GCSE or equivalent) or higher.


    Desirable:
    Academic qualifications in Housing
    CIH Housing Practice Certificate (Level 3)


    If you're interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.


    Please note the advertised salary includes a £4,000 Local Job Supplement that you only receive if based in our London office.


    TJTGP

    REEDTGP

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