Didsbury, Manchester
£33,056 pro rata
FTC - March 2027
You’ll act as the main contact for customers wishing to pass on feedback and will oversee, record, investigate and respond to complaint cases received by the Group. The role involves liaising between the customer and service teams, ensuring that all customers are treated fairly and the appropriate remedies and resolutions are agreed in line with the Customer Feedback policy, the Housing Ombudsman Complaints Handling Code and Great Places’ values.
What you’ll be doing
* Ensuring complaints and compliments are captured and recorded in the complaints database
* Acting as a point of contact for service area colleagues supporting with complaint investigations.
* Acting as a key point of contact for customers and ensuring they are kept up to date and informed about the customer feedback process.
* Monitoring and tracking complaint cases from ‘end to end’, to ensure Great Places is compliant with the Customer Feedback policy
* Monitor and reporting the number and type of complaints received on a weekly basis.
* Working closely with the Head of Customer Voice and the Customer Feedback Manager to produce a number of Customer Feedback reports to raise awareness of lessons learned from complaints, service improvements and best practice measures that could be introduced following customer feedback.
* Co-ordinate and responding to cases that are progressed through the Customer Feedback policy and those that are escalated to the Housing Ombudsman and will monitoring satisfaction with the Customer Feedback service when complaints are closed.
* Maintaining a database for compensation allocated to complainants and supporting all colleagues with the complaints process, and the use of the complaint data.
What you’ll need
* Experience of working in a customer focused environment, with proven ability of delivering a high standard of customer service
* Excellent communication, organisational and prioritising skills and the ability to time-manage your work load
* Ability to work independently, using your own initiative to achieve positive outcomes
* The ability to build effective relationships with colleagues and other stakeholders
* Able to use Microsoft Office applications or similar and a variety of IT systems as part of the daily role
* The ability to complete tasks in an accurate and timely manner when working to specific deadlines
* Effective written and verbal communication
* Experience of maintaining accurate records and in producing clear and concise reports for colleagues at all levels
* Possess effective problem solving skills and be resolution orientated
* The ability to develop and project a positive image of Great Places personally, in writing and verbally
* Professional and value led with integrity, inclusivity and respect for diversity
* Ability to work flexibly
What we need from you
* A passion for customer service
* You will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspects
* Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check.
What we give you in return for your hard work and commitment
* Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places)
* WPA ¦ Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add family members
* Annual leave ¦Start at 26 days annual leave, increasing up to 30 days + Bank Holidays
* Greater Working ¦ We offer Hybrid and flexible working to fit the schedule of you, so you can work to your greatest ability
* Professional fees ¦ The business pays the cost of one professional membership fee for each colleague
* The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
* Health and wellbeing initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing
Salary description
£33056.00 - £33056.00 per year