Complaints Handler

Complaints Handler

Location:      Ashington, Hybrid Working.

Contract:      Permanent

Hours:          37 per week

Salary:          £23,994 per annum

Closing Date:  23^rd November 2023, at 5pm.

Are you passionate about delivering excellent customer service? We believe that listening to tenant feedback and experience is invaluable to delivering, shaping and improving our service to customers.

If so, then our Complaints Handler post is for you!

About the role:

The overall purpose of this role is to be the first point of contact for customer complaints. Through investigations and complaint response, this role will be key in listening to customer feedback and reaching positive outcomes.

Key responsibilities include:

• Driving the delivery of excellent customer complaint handling, including listening, and proactively investigating customer complaints.
• Writing high quality complaint responses and managing end to end complaint cases
• Identifying trends, areas of improvement and training needs to develop and improve a high-quality service for customers.
• Meet regulatory requirements set by the Housing Ombudsman Service

About you:

For this role, we are looking for someone with the following skills and experience:

• Ideally complaint handling experience but not essential
• Ability to research, investigate and analyse information
• Be confident in writing response letters and emails
• Listening and empathy skills
• Excellent interpersonal and influencing skills, with the ability to maintain good relationships with internal and external stakeholders.
• A good understanding of regulatory requirements and standards for complaint handling, as well as GDPR and data protection.

What you’ll achieve in the role:

The overall purpose of this role is to be the first point of contact for customer complaints. Through investigations and complaint response, this role will be key in listening to customer feedback and reaching positive outcomes.

Key responsibilities include:

• Driving the delivery of excellent customer complaint handling, including listening, and proactively investigating customer complaints.
• Writing high quality complaint responses and managing end to end complaint cases
• Identifying trends, areas of improvement and training needs to develop and improve a high-quality service for customers.
• Meet regulatory requirements set by the Housing Ombudsman Service

The Benefits:

• 28 days annual leave and bank holidays.
• Working from home / flexible working at set intervals.
• Make big savings on day to day expenses with discounts on shopping, groceries, holidays and days out through our Bernicia Own Benefits platform
• Generous pension scheme

About us:

• We’re all about helping people in need of housing.  We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.
• We’ve built Bernicia to be a business that people want to be a part of.  We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
• Everything about Bernicia is people focused, that’s why we’ve held the Investors in People Gold Award since 2010.
• We operate within a set of simple, but effective values, which blend perfectly to create our unique ‘Bernicia Way’ culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.

For more information or a general chat about the role please contact:

Julie Carter – Head of Service (Customer Engagement and Business Intelligence):

Tel:  0191 238 3845          Email:  Julie.carter@bernicia.com

We reserve the right to close this recruitment campaign earlier than the stated closing date should we receive a large number of applicants, similarly this may be extended if required.

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The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.