Castlefield Recruitment are currently recruiting a Complaints Officer for a Housing Association based in Merseyside. The role is on an initial 3-month temporary contract, likely to be extended. The hourly rate is £21 - £23.50 per hour via umbrella and office attendance is required 1 day per week and 4 days from home. Please note that the client is looking for the successful candidate to start as soon as possible.
The role:
- Act as the initial traige point for complaints
- Manage a caseload of stage 1 complaints in relation to all service areas across the organisation, primarily repairs
- Investigate complaints and respond to the customer within timescales, acting as the single point of contact for the customer throughout
- Record, monitor and report on the progress of complaints and ensure compliance with statutory and internal procedures
- Monitor the implementation of complaint decisions, remedies and recommendations on service delivery, including ensuring goodwill and compensation payments are issued to the customer when appropriate
- Ensure all actions and interventions are recorded within the Case Management System
What you need:
- Experience of working in complaint handling within social housing
- Knowledge of the Housing Ombudsman’s Complaint Handling Code and Government’s Social Housing White Paper
- Good verbal and written communication skills
Pay: £21.00-£23.50 per hour
Benefits:
- Flexitime
- Free parking
- On-site parking
- Work from home
Work Location: Hybrid remote in Prescot L35 5DN
