Complaints Officer (Customer Experience)

As a leading Housing Association, we take pride in ensuring that our customers receive the highest level of customer service. To support us to achieve this aim, we're seeking Complaints Officers (known internally as Customer Experience Officers), to join our brilliant Customer Experience team! You'll be contributing to us achieving a consistently strong customer satisfaction rating through effective investigation and resolution of complaints, in line with regulatory requirements, policy and procedures and service standards. As an individual driven by achieving the best possible services for our customers, you'll be responsible for investigating any complaint that escalates from the informal stage of our complaints process, liaising directly with internal business stakeholders to identify root cause and ensuring that the complaint is resolved in a timely and efficient manner. Communication is vital to providing a great customer experience. You will be responsible for writing high-quality complex letters to customers, outlining the actions taken to resolve their complaint.

Our ideal candidate? The role would suit a resilient and highly organised individual who is able to interface with internal stakeholders and Midland Heart customers alike, challenging / defending opinions and implementing service improvements to prevent future complaints. You'll also have the following experience/ skills:

• Previous experience of managing a high-volume caseload of complaints in a regulated environment.
• Case management of complex and involved complaints.
• Ability to produce letters and reports to a high standard.
• Ability to manage and adapt to changing and often conflicting priorities.
• An understanding or knowledge of the Housing Ombudsman Code.
As a Smart Working organisation, you can expect to a balance of working from the office and from home - typically, you'll be working from the office 3 days per week and 2 days per week from home.

Who are Midland Heart? We're a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return, you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.