Complaints Handler

Our client is currently recruiting for a Complaints Case Officer on a temporary basis.

As a successful candidate it is essential you will have specific experience in a complaints background, dealing with stage 1 customer complaints as a first point of contact and knowing how to provide detailed written responses to complaints.

The role will consist of the following duties:

-          Being the first point of contact for stage 1 complaints, developing a positive and trusting relationship with customers.

-          Take ownership of individual cases and maintain clear communications throughout the process to delivery of the resolution.

-          Being solutions-oriented, prioritising accountability and empathy, to provide a positive customer experience.

-          Investigate complaints utilising all appropriate resources, including liaising with colleagues and engaging with contractors and partners

-          Demonstrate empathy to customers while managing expectations and providing regular updates on the progress of their case

-          Provide detailed written responses to complaints by ensuring all responses meet the requirements of the Housing Ombudsman’s Complaint Handling Case

-          Flagging concerns and escalating high-risk complaints when necessary.

-          Awarding and paying compensation in line with our Compensation Policy.

The successful candidate must have experience working in a similar complaints background, ideally having social housing experience

Venn Group is an equal opportunities employment business and employment agency and welcomes applications from all candidates.