Corporate Complaints & Insight Officer

We have new vacancy for 2 x Corporate Complaints & Insight Officers to work for a leading housing group based in North West London.

This is a temporary role where the ideal candidates will be able to start next week or on very short notice until end of July initially with potential to be extended paying £16.73 ph PAYE / £26.65 ph Umbrella rate.

The candidates will be required to:

• Attend the office 3 days in office which is usually Tuesday, Wednesday and Thursday. May need to change to accommodate meetings
• ideally come from the Social Housing sector including L/A. However, will consider anyone from a regulatory background.
• Cover Complaints across the whole organisation including tenancy and repair issues.

Job purpose & background
The Corporate Complaints & Insight Officer role is pivotal to the success of delivering a first-class customer experience. This role is central to the seamless management and delivery of the overall complaints & Insight function. As brand ambassador for the team you will work with our customers, internal and external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement.

As Customer Insight Officer you will:
* Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures
* Act as Business Champion supporting our internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution
* Proactively work with our internal and external stakeholders to prevent informal complaint escalation
* Carry out audit and scrutiny of complaints case handling to ensure it meets with our regulatory and statutory requirements
* Challenge and escalate concerns identified in relation to poor complaint case handling
* Maintain and improve appropriate administrative systems to support the business activity
* Carry out target number of customer surveys to obtain insight on services. Ensure data collected is succinct, accurate and robust to inform on issues identified. Generate reports on the findings.
* Utilise customer satisfaction results and use the voice of the customer to improve service.
* Satisfy our customers by delivering a high-level customer focussed service.
* Provide informal advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence.
* Regularly update the relevant IT systems and databases to ensure that records of complaints, expressions of dissatisfaction and MP/Councillors enquiries are accurate and up-to date and provide a clear audit trail.

For the full job description and to apply, please contact [email protected] / 01923 819 819