Customer Complaints Specialist - Maidstone (Mostly Remote)

Job Description

Are you in search of a temporary yet fulfilling role? Look no further! We're thrilled to offer an exciting position based in Maidstone who are looking for predominantly remote complaints investigators for the 3 months ongoing, at the rate of 18.70 per hour umbrella

Role is predominantly remote (wfh) with occasional office attendance required.

Job responsibilities

To investigate and resolve complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code. The role is critical in fostering a positive complaint-handling culture and maintaining strong relationships with residents. Maintaining strong relationships with residents.

Key Responsibilities:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Work closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
• Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

About you:

Experience:

Proven experience in a similar role within a contact centre or customer service environment.

Experience in a social housing or similar public sector service environment (preferred).

Should your skills match the above please send through your updated CV.

Eden Brown is acting as an Employment Agency in relation to this vacancy.