Complaints Handler

• Full Time 37 hours per week
• £25,314 per annum
• Based: Ashington, with hybrid flexible working

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.

Bernicia has an exciting opportunity for a complaints handler who will play a pivotal role in managing customer complaints and compliments across the organisation to meet our policies and regulatory compliance.

You will liaise with colleagues around the business to investigate and co-ordinate a satisfactory outcome for the customer. 

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

What you’ll bring to Bernicia:

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.

Please download the role profile for the role for further information.

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

Gillian Hamilton – Customer Relationship Manager:

Tel:  0191 238 3932          Email:  gillian.hamilton@bernicia.com 

The closing date for submission is Friday, 14 June 2024 at 5pm

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.