Complaint Resolution Officer - Hybrid Working

Are you a complaints resolution professional looking for an exciting new role within an organisation committed to improving lives? Are you an expert at finding solutions? If so, our Complaint Resolution Officer role could be the perfect job for you…, As a Complaint Resolutions Officer at Longhurst Group, you will be able to develop your knowledge within the housing sector and showcase how you can deliver a "Heartfelt Service". This is a very hands-on role, dealing with customer complaints and supporting our customers by putting right what has gone wrong and seeking agreeable resolutions. With each day being different you'll use your excellent questioning, negotiation and influencing skills to assist customers with their complaints through to resolution. Further key responsibilities are listed below:

To ensure all formal complaint cases are responded to within the agreed timescale and service standards.
To communicate with customers throughout the complaint case so a strong rapport is gained, and individual circumstances are considered. This may include contacting customers at a convenient time to them (outside normal working hours).
To ensure all actions agreed as part of the complaint resolution are monitored and completed within the agreed timescales. This includes follow up communication to customers, our partner contractors and colleagues where required.
In order to be successful in application for our Complaint Resolution Officer role, you will have developed a strong experience in a complaints-based role and have built this up working successfully with your customer base. You'll be a resilient individual, with a capability to objectively seek solutions you're your customers. Experience of working in an organisation linked to property repairs and maintenance would also be beneficial.

Our Complaint Resolution Officer role operates in a hybrid capacity, contracted to 36.25 hours per week. To us, this means a minimum of 1 day per week spent in either our Rushden or Boston offices for collaboration with colleagues across the Group, with the remainder of the week working from home (subject to business needs - we are open to discussion around how this is built into working weeks). A large portion of our Complaints team are based at home and in the office, with Wednesday's being an office day for important business meetings and to engage with stakeholders.

Our Complaint Resolution Officer opportunity will help to develop your expertise in complaints resolution, showcase your skills and gain job satisfaction. We offer a supportive and inclusive working environment that values your contributions, along with access to ongoing professional development opportunities, ensuring your skills remain at the cutting edge of the industry.

Naturally working with our customers, we need to complete pre-employment checks before you join us. This role is conditional upon receipt of two satisfactory references (one from your current employer). We also need you to tell us what you have been up to over the past 5 years as a minimum in terms of employment history. This could include carer duties, travel, seeking work, education, employment, training, or volunteering., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

Longhurst Group is a leading housing Group across the Midlands & East of England, committed to enhancing communities and improving the lives of both our colleagues and customers. With a mission to provide quality, safe, affordable housing that build great foundations for our customers, Our Complaints team plays a crucial role in resolving customer complaints and issues while delivering excellent service.

A competitive 28-day annual leave entitlement plus bank holidays (pro-rata for part time)
Pension Scheme with contributions matched by us up to 8.5%
Life Cover of three times your annual salary (as part of pension scheme membership)
Membership of our Health Care Cash Plan including Employee Assistance programme and DoctorLine
Access to a range of discounts, including Blue Light and B&Q Tradepoint Cards
Free access to financial education service, supporting with personalised financial information on a range of topics such as mortgages, retirement planning, pensions, saving and investments, insurance and will writing
Free Eye Tests
Free flu vaccinations
Investment in your personal development through our extensive learning and development opportunities.
Professional subscription for membership fees relating to your role, paid for by us
Family friendly, carers leave plus other paid leave
Long Service Awards
Carers Networking Group and resources to support Unpaid Carers