Housing complaints investigator

BDS are currently recruitng for two Complaints Officers to work with a leading Housing Association in the Hammersmith area.

Your primary role is to proactively manage Stage 1 written complaints serving as the first point of contact for customers who are expressing concerns or dissatisfaction, employing empathy, problem-solving skills, and proactive communication to address their issues effectively.

Duties:

• You will be the gate keeper for the Complaints Service and you will be the first point of contact for handling escalated service enquiries.
• You will be responsible for triaging and assessing customer concerns, providing appropriate solutions and where possible service recover the issue raised.
• You will be able to multitask and swiftly understand the best route for the customer to resolve their dissatisfaction, by either service recovery or logging a formal complaint to be investigated.
• This role requires proactive engagement with customers, effective problem-solving skills, and a focus on delivering exceptional service recovery experiences by triaging customer concerns effectively and with the customer in mind.

Location; Hammersmith, Hybrid, 2 days in the office, 3 days at home.

Pay rate 22.27 PAYE or 29.45 UMBRELLA

This is a temp ongoing role to start ASAP with potential to become permanent for the right person!