Complaint and Early Resolution Officer inLiverpool inLiverpool PUBLISHED 12 SEP 2024

Job Title:
Complaint and Early Resolution Officer
Contract Type:
Permanent
Full time:
35 hours per week
Salary:
£31,927.84 per annum (£35,125.99 is achieved after 12 months successful performance in the role)
Working Pattern:
Monday-Friday Hybrid
Location:
Speke, Liverpool
Applications may close before the deadline, so please apply early to avoid disappointment

For your application to be considered please ensure you complete and attach alongside your CV a Supporting Statement detailing in a few sentences why you have applied and feel you are a suitable candidate for this role
Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.
The difference you’ll make
As a Complaints and Early Resolution officer you are there to listen to our customers concerns and understand the best resolution. You will be responsible for managing a complaints case load, working within the timescales outlined in the Housing Ombudsman code. You will work with stakeholders internally and externally to deliver the right outcome for the customer.
What you will be doing?

• You will be the first point of contact for customers and manage their complaint cases from start to finish
• You will be responsible for managing and prioritising you case load, ensuring that you are proactively updating customers
• You will hold other services areas to account, making sure that you are monitoring the actions to resolve issues for customers.
• You will work within the timescales outlined within the Housing Ombudsman code
  
  

So, who are you?

• Proven experience of complaint handling, housing experience is desirable but not essential.
• The ability to communicate both verbally and written
• Good planning and problem solving
• High levels of tenacity, with the ability to work at pace in a busy environment
  
  

Enjoy the rewards
Working with us, you’ll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working, and the chance to learn valuable new skills. We empower our people to do great work by investing in learning, personal development, and technology.If you’re the kind of person that wants to do a really great job and make a difference to our customers, we think you’ll love it here. Sound like a challenge you’d like to take on? Then get in touch and let’s talk about how you can help us transform lives and revitalise neighbourhoods.We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work