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Complaints Coordinator
August 7, 2023 | Comments Off on Complaints Coordinator
Job purpose and background
As Customer Insight Coordinator 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 peer reviews and scrutiny of complaints case handling to ensure it meets with our regulatory and statutory requirements
· Coordination and facilitation of Housing Ombudsman referral packs in line with complaint handling code 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 OH 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/Councillor's enquiries are accurate and up-to date and provide a clear audit trail.
· Undertake associated duties relevant to the role
Principal outputs & responsibilities
As part of the team, you will:
Customer service:
· Day to day handling of complaints and supporting complainants through the complaints process #customer first
· Work with staff across all services to focus on getting the right solution first time for our customers and delivering high levels of satisfaction.
· Ensure all front-line teams understand how to prevent dissatisfaction and what to do to put things right.
· Maintain an up-to-date understanding of handling complaints and improving satisfaction and use this to delight customers at every interaction.
· Create and support opportunities that ensure residents feedback is collected and used to fully inform our services.
· Get to know what makes our residents happy, be the champion for your area taking responsibility for ensuring residents' concerns and reasons for dissatisfaction are recognised and steps taken to address problems.
Desirable knowledge, skills and experience
· Experience of working within the social housing sector
· Knowledge of Housing Ombudsman Service roles and responsibilities
· Experience of preparing and writing reports