Your new company
Your new company is a well-established housing association based in Bristol who are actively looking to engage with experienced housing professionals who have a background in dealing with complaints and working closely with tenants and internal surveying/maintenance teams.
Your new role
The Resident Experience and Insight Team is the centre point for your new employer for incoming and outgoing contact with our residents focussing on resolution of any customer queries. It is the first point of contact for all customers to provide a 'one-stop shop' approach to answering all enquiries wherever possible via the methods of communication chosen by our customers, including telephone, reception, email, text, social media and web-based service requests. The team focusses on a proactive approach, which ensures resident and community engagement is the number one priority on a daily basis. Ensuring the residents' voices are understood and empowered to drive operational and strategic delivery of services.
In summary, the role requires the successful candidate to provide customer-focused and quality service in support of a robust Customer Feedback service, including timely coordination of complaints.

Key Responsibilties

• Deliver the complaint's management process, by ensuring the effective logging of complaints, tracking of responses and escalations, recording outcomes and collating the required information to deliver an effective complaints handling service.
• Ensure the effective use of the integrated IT systems to capture the complaints process.
• Ensure all learning from complaints and customer comments & suggestions is agreed, captured and reported.
• Liaise with operational teams across the business to drive an effective query resolution first approach.
• Produce performance data in terms of complaints management in line with the complaints policy and the Ombudsman guidance, liaising with internal teams and key partners.
• Produce a holistic overview of what customers are experiencing using insight from a variety of sources, such as systems, customer feedback, colleague feedback, social media and quality assurance checks. Use this to act on current trends and improve the end-to-end customer experience.
• Support the Senior CSO with quality assurance checks to ensure that we are delivering excellent quality to anyone who contacts the Resident Experience & Insight Team through our various customer channels.
• Monitor external good practice and make suggestions as to how this can be incorporated within BP processes.
• Support resident involvement and community development; attend meetings, events and consultations when appropriate and as required (including evening and weekend work when necessary).

Specific Requirements
Candidates who are interested in the position require the following:

Essential requirements

• Educated to A level standard or equivalent.
• Experience in complaints handling/ administration.
• Knowledge and experience of working in a customer-focused environment.
• Experience of dealing with customers in stressful situations.
• Experience of utilising data systems, processing data and updating records in written and numerical format.
• Knowledge and experience of providing administrative services to a high standard.
• Strong administration skills.
• Highly organised
• The ability to communicate clearly and accurately with a wide range of internal and external customers.
• The ability to put the customers' needs at the centre of service provision and a commitment to problem-solving and customer care.
• Excellent IT skills and ability to use Microsoft Office packages, including Excel, Word, PowerPoint and Teams.
• The ability to work in a team as well as on their own initiative.
• Ability to prioritise work and work to tight deadlines.

Desirable Requirements

• Any social-housing related qualification.
• Any administration qualification
• .Experience of working within the social housing sector or similar
• Valid UK Driving License
  
  What you need to do now

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