Job Summary
We are seeking a dedicated and professional Complaints Officer to join our team. This is a temporary 6 month for one of London’s largest housing associations.The successful candidate will be responsible for managing customer complaints efficiently and empathetically, ensuring resolution and maintaining high levels of customer satisfaction. This role requires excellent communication skills, attention to detail, and the ability to analyse and resolve issues promptly. The Complaints Officer will also play a key role in data entry and upselling opportunities, contributing to continuous service improvement.
Responsibilities
- Handle customer complaints via phone, email, or in person with professionalism and courtesy.
- Record complaint details accurately through data entry into the company’s CRM system.
- Analyse complaint patterns to identify recurring issues or areas for improvement.
- Employ excellent phone etiquette and communication skills to de-escalate situations and provide solutions.
- Assist customers with services where appropriate, enhancing customer experience and revenue.
- Collaborate with relevant departments to ensure timely resolution of complaints.
- Maintain organised records of all complaints and follow-up actions taken.
- Provide feedback on common issues to support service enhancements.
Qualifications
- Proven experience in customer service or complaint management roles is preferred.
- Strong data entry skills with high accuracy and attention to detail.
- Bilingual proficiency in English and Spanish is highly desirable.
- Excellent communication skills, both verbal and written, with professional phone etiquette.
- Analytical skills to interpret complaint data and identify trends or root causes.
- Ability to handle difficult situations calmly and empathetically.
- Organised approach with the ability to prioritise tasks effectively.
- Willingness to learn new skills related to upselling and customer engagement strategies.
This position offers an engaging environment where your communication skills can make a real difference in customer satisfaction while contributing to ongoing service improvements.
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Experience:
- Complaint handling: 2 years (preferred)
Willingness to travel:
Work Location: Hybrid remote in London SE1
