Complaints Assistant

Complaints Assistant
Permanent
26,000
Kent

Hamilton Woods Associates are currently recruiting for a Complaints Assistant to act as the first point of contact for complaints, manage customer feedback and enquiries, and support the delivery of a high-quality customer experience across all service areas.

Duties and Responsibilities of the Complaints Assistant:

• Act as the first point of contact for customer complaints, ensuring they are logged, acknowledged and progressed in line with policy
• Investigate and resolve low-risk Stage 1 complaints
• Quality check complaint responses to ensure compliance with internal standards and Housing Ombudsman expectations
• Manage MP and Councillor enquiries, providing timely and professional responses
• Follow up on customer feedback and surveys, working with internal teams to resolve issues
• Identify trends in customer feedback and share insights to support service improvement
• Communicate with customers across phone, email and written channels with empathy and professionalism
• Maintain accurate records of all customer interactions in line with data protection requirements
• Support customers in accessing digital and self-service options
• Promote equality, diversity and inclusion in all customer interactions

Essential Requirements of the Complaints Assistant:

• Previous experience within a customer service role
• IT literate, including Microsoft Office

To be considered for this exciting role, please contact Lucie Houston - Managing Consultant at Hamilton Woods or apply online with a covering note of your experience and suitability referencing the job ID number. Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful.