Complaints Officer - Chichester, United Kingdom - The Hyde Group
Description
Full Time, Permanent
£23,000 - £25,000
Chichester
We're looking to recruit a Complaints Officer into our First Response team.
This is a full-time permanent role, with flexible working available on a hybrid basis (60% remote and 40% office based).
Our values guide the way we operate as a business:
we're customer driven, inclusive, collaborative and innovative.
In this role you will be the first point of call for complainants to talk through their concerns and identify the best route for a resolution.
You will manage all complaint cases within timescales and working with key stakeholders both internally and externally to ensure the smooth resolution to all complaint cases from start to finish.
You'll also be responsible for ensuring our customers are kept informed and engagement is regular and consistent throughout the customer's complaint journey using the tone of voice principles, including follow up actions.
Duties of a Complaints Officer - First Response
- Provide a responsive, excellent, customer focused and efficient front line/telephone/in writing service to all customers, internally and externally ensuring a high level of customer satisfaction is achieved
- Monitor issues identified and provide a quick response to our customers, meeting timescales and ensuring these are resolved, troubleshooting difficult complaints and making sure prompt and appropriate action is taken
- Manage and prioritise busy caseload which includes a high volume of telephone contact, letter writing and case management, demonstrating flexibility around priorities
- Articulate straightforward decisions and actions to help resolve issues and hold service areas to account for delivering these
- Demonstrate clear accountability and ensure that complaint cases are escalated where progress is not being made in line with our time scales.
Key Skills and Experience
- Previous experience working within Social Housing is desirable.
- First response complaints experience
- Customer service
- Case handling
Benefits
- A fantastic pension
- Life assurance
- Great holidays
- An awardwinning flexible benefits package.
- Volunteering days
- Hyde operates an agile approach to work, requiring you to be in the office 40% of your time.
Diversity and inclusion are integral to the Hyde Group as a social business, and critical in delivering our vision of a great home for everyone.
Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we're committed to cultivating an inclusive workplace which reflects our customer profile and where everyone is proud to be unique.
Hyde is a disability confident employer and we are here to support you with any reasonable adjustments that you need throughout the recruitment process.
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