Job Introduction
We’re excited to be on the lookout for a Customer Complaints Officer to join our team. If you have a passion for being a true customer champion and have experience of complaints handling best practice - then this could be the role for you. It is an opportunity to join us at an exciting time and really make a difference!
You’ll be the main point of contact for customers who have raised formal complaints. So if you like to really dig deep into customers concerns and queries, ensuring the fairest outcome, this may just be the role for you…
What we’re all about
Here at Yorkshire Housing our customers are at the heart of what we do – we call it being customer obsessed.
In a nutshell we own and manage nearly 20,000 homes (and counting) across Yorkshire, and our mission is to make it possible for our customers to have a place they’re proud to call home.
We have huge growth plans, and that means we need someone who can ensure we are learning from customer feedback and who is able to advise on the best business approach – is that where you come in?
What you’ll be getting up to
Your role is Integral to the coordination and effective management of Yorkshire Housings ‘customer feedback service. You’ll be working with the other members of the complaints team to be proactive and effective across with all service area colleagues to ensure that customers receive a great customer experience when raising a formal complaint.
You’ll be a dedicated key contact for customers who have raised formal complaints. You’ll take pride in effectively and proactively communicating with customers in their preferred method of contact in the Yorkshire Housings tone of voice. Being a true customer champion, playing “devil’s advocate” to ensure we always keep our feet on the ground and do what’s right for our customers. Writing clear and effective communications, particularly complaint outcome letters, that use plain English and reflect the requirements in the Housing Ombudsman’s complaint handling code.
Using empathy to understand things from the customer perspective and deliver a fair outcome for individuals, you’ll manage potential situations of conflict in a professional and effective way. Working efficiently to address customer concerns, you’ll proactively finding suitable resolutions and effective customer redress.
Collaborating with other teams and colleagues to ensure that customer feedback is dealt with through the correct processes, within policy timescales and in-line with the Housing Ombudsman’s Complaint Handling Code.
So, what do we need from you?
• Excellent interpersonal skills at all levels with the ability to influence and challenge with great negotiation and conflict management skills.
• Excellent written and verbal communication skills and the ability to build effective working relationships with a variety of people.
• A flexible approach and personal values and approach that align with YH’s values.
• Knowledge of complaints handling best practice within the social housing sector, including knowledge of The Housing Ombudsman’s scheme and the Complaint Handling Code.
• Experience of managing and dealing with customer dissatisfaction and investigating complaints.
• A customer champion, demonstrating a “customer obsessed” and tenacious approach.
• A positive complaints handling focus and passion to put things right.
• A leader of self, who’s confident and works well independently as well as a team; with a “team success” approach; always being a consistent and reliable colleague.
• A creative and quick thinker with an innovative approach to finding opportunities, solutions and reacting quickly to changing or challenging situations.
• Empathetic with the ability to build trust with customers. A completer-finisher, taking accountability for delivering results and making it happen.
• Experience of producing quality customer communication through all contact channels, in particular, quality written communications.
• Excellent attention to detail with the ability to work under pressure, delivering to strict deadlines and managing conflicting priorities.
• Has a good understating of budget requirements and considers value for money in all decision making.
• Knowledge and experience of safeguarding adults and children.
• Ability to make the most of technology and data.
• An understanding of Equality, Diversity and Inclusivity and how this is applied through our service to customers.
It would be a bonus if you have:
• Experience of working in the social housing sector.
• Experience of working with The Housing Ombudsman.
• Experience of social housing consumer regulation and tenant satisfaction measures.
Check out the attached Role Profile for full requirements.
What’s in it for you?
In return, we offer a salary of £32,646.25 per annum, for 35 hours per week, 25 days annual leave (rising annually to 30 days) plus Bank Holidays.
We also work (truly) flexibly, and believe work is something you do, not somewhere you go.
But that’s not all. We offer a reward package to suit everyone. At Yorkshire Housing, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.
Our people’s health and wellbeing is one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.
So, now you’re really interested?
At Yorkshire Housing, we’re actively building a work environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
We know that not all candidates will meet every single desired requirement. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you, please go ahead and apply!
If you require any additional support with your application, or have any further questions, please contact our lovely recruitment team via email at recruitment@yorkshirehousing.co.uk.
The fine print
The closing date for applications will be 02.06.24, but we might close it early if we get lots of fab candidates, so don’t hang around. We also might be in touch before the close date. If you’re applying for this role internally, you must inform your current Line Manager.
