Customer Relations Officer

We have an exciting opportunity for someone to undertake the role of Customer Relations Officer.

What you'll be doing

Reporting to the Complaints Manager, you will support the implementation of our complaints procedure, acting as an advocate for the customer to ensure efficient and effective resolution to complaints, and support learning from complaints across the business, in accordance with regulatory requirements.

Day to day you will:

• manage and oversee the work of the Customer Relations Support Officers;


• ensure that complaints and representations are dealt with appropriately;


• help to protect our reputation by providing professional advice and guidance to employees at all levels within the business;


• conduct Stage 2 complaints investigations;


• gather evidence and prepare responses to complaints directed to the Housing Ombudsman and carry our reviews of complaints where required; and


• complete complaint monitoring and reporting.
  
  a qualification at Level 4 of the Framework for Higher Education Qualifications;


• experience in a supervisory or managerial position;


• previous experience in a role with responsibilities for direct service provision in a customer relations, governance or a complaint handing role;


• a customer focused approach with experience of dealing effectively with customer requirements and enquiries;


• excellent written skills, including drafting high quality correspondence and reports;


• effective interpersonal and communication skills;


• good research and problem-solving skills; and


• ability to use a range of IT software including Microsoft Office.
  
  WDH is accredited by Investors in People, which means we recognise that our employees are our most valuable asset. As an employer WDH can offer you a great set of benefits which includes:


• 26 days holiday (rising to 31 after 5 years' service) and statutory bank holidays;


• an extra day off on your birthday;


• generous employer pension contribution;


• happy to talk flexible working, including options for reduced hours, compressed hours or other flexible working patterns;


• a wide range of personal development opportunities;


• a fantastic health and wellbeing package;


• access to WDH Rewards for a fantastic range of lifestyle savings and salary sacrifice schemes including cycle to work, home electronics and our car benefit scheme;


• one day to take part in our Volunteering Scheme; and


• "cycle to work" scheme and discounted shopping platform.