Complaints Resolution Administrator

Fixed Term Contract until 31 March 2025

Sittingbourne

The role

Do you want to do something new and make a difference?

Our Customer Experience team at Southern Housing is seeking aComplaints Resolution Administratorfor an exciting opportunity.

Reporting to the Head of Complaints Resolution, youll provide a full range of administrative, and organisational tasks ranging from moderate to complex. Youll help the effective and efficient operation of the team.

This is an office based role based out of our Sittingbourne location and will be on a fixed term/secondment basis, currently until March 2025

What youll be doing

• Deliver a great complaints experience in line with the Housing Ombudsmans and regulatory code.
• Provide administrative and organisational support activities for the team.
• Order stationery and other supplies as required.
• Be a point of contact for new complaints, compliments, MP enquiries and payment requests always making detailed notes on CRM.
• Manage customer expectations in relation to policy and procedural matters in a nonconfrontational and customer focused manner, offering alternative wherever possible
• Handle telephone calls and emails, receive and direct visitors, update databases, filing, photocopying, scanning and faxing.
• Arrange meetings, including; preparing papers, booking rooms, arranging food/refreshments, taking notes and drafting minutes as and when required.
• Log all MP (Members of Parliament) enquiries on CRM, driving Lead Officers to reply in agreed timescales.
• Handle payment requests, accurately coding each item and in line with compensation policy. Check rent accounts not in arrears before making payments.
• Support and build relationships with Complaints Service Panel members.
• Accurately record all customer contacts, complaint details, actions and learning points on management systems (for example Customer Relationship Management System).
• Build and maintain relationships with colleagues.

What youll need

• Experience of helping customers with a range of enquiries across different channels including email and telephone in a busy customer facing environment
• Knowledge of general/standard office and administrative procedures and methods.
• Ability to take accurate minutes and draft reports
• Effective at using Microsoft Office packages – sufficient to word process, general reports and enter data.
• Ability to effectively manage risk and quality assurance.
• Effective communication skills (written and verbal) – adapting your style to suit the audience, the subject and individual communication preferences.
• Ability to provide routine information, answer enquiries, and refer calls.

In your supporting statement, it is important that you address how you meet each of the above six criteria providing real examples.

Closing Date: Sunday 1st December 2024 at 23:59

Shortlisting Date: From Monday 2nd December 2024

Interviews: Week commencing 9th December 2024

Please note: We reserve the right to close this vacancy at any time if we receive a high volume of applications.

This is a Fixed Term Full-time Opportunity until 31 March 2025

About us

At Southern Housing, our residents are at theheartof everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own!We also understand the difference that safe, secure, and affordable homes can make to peoples lives.

A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.

What’s in it for you

• Pension
• Life assurance
• Healthcare cash plan
• Eyecare & dental
• Birthday leave
• Retailers discounts
• Cycle to work
• Buy & sell annual leave
• Season ticket loan
• In-house academy & career development
• Flexible working

Inclusion and Diversity
We work hard to create a diverse and inclusive culture and environment where people are respected for who they are. Encouraging inclusion is not just about protected characteristics, its about celebrating differences of thought, opinion, experience and perspective of each individual. Were all different in our own way and we want our colleagues to feel comfortable, that they belong, and are safe to be themselves at work, without fear of being judged or excluded, but valued for their contribution to our One Team approach.

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