Complaints & Performance Officer

Hours: 35 hours per week. We are also Happy to Talk Flexible Working

Location: Hybrid our office/home

Closing Date: 13 October 2024, 5pm

Recruitment Date: 29 October 2024

Our vision isGreat homes. Strong communities. Bright futures.

This vision supports our mission to provide quality homes and community-enhancing services to those in need. As a social landlord and a major stakeholder in the communities where we work, we work to tackle societal issues and help close the gap on the multiple inequalities that our communities face. Fundamental to this is the provision of good quality housing that people are proud to call their home.

What will your role be?

As a key member of our Quality and Performance team, you will be essential in ensuring that customer feedback is both acknowledged and acted upon. We believe that open communication is vital, and we encourage our customers to share their experiences, whether positive or negative, so that we can continually enhance our services. In your role as Complaints & Performance Officer, you will champion the customer voice, offering clear guidance and support to ensure all customers feel understood and valued.

Youll take a proactive approach to raising awareness of the customer feedback process, ensuring it is easy to access and simple to use for both customers and colleagues. Working closely with customers, heads of service, managers and teams across the organisation, youll gather all the necessary information to ensure that complaints are fully understood and effective solutions are provided and communicated to all.

Please view theJob Descriptionattached for further details.

Who are we looking for?

The ideal candidate for this role will be a natural problem-solver with strong communication skills and a genuine passion for delivering excellent customer service. You will have a strong background in complaint handling and resolution and understand how to speak to customers about their concerns in a professional and empathetic manner. Strong organisational skills and attention to detail are essential, as you will need to manage multiple tasks and complaints simultaneously, ensuring timely and effective outcomes are provided. You will be confident in taking initiative and be driven to continuously improve processes and embed learning from the insights our customers provide.

Having an understanding of social housing and regulatory standards would be advantageous.

For further details, please review theJob Description & Person Specification.

The right fit?

Our colleagues represent our values and so it is important that you are able to demonstrate these in everything you do.

Why join us?

Youll love being part of a caring, inclusive, professional and innovative organisation. Youll work with colleagues who feel happy, motivated and passionate about what they do as well as working for an organisation that will support and inspire you to do your very best.

The benefits you will receive

Well look after you with a fantastic holiday entitlement, a competitive salary, flexible working and even an extra day off to celebrate your birthday! See the work for us section of our website to find out more about the benefits we offer.

How to apply

Please review our recruitment packhere.

We will shortlist from the information provided so it is essential that you outline your suitability for the post as detailed in the job description and person specification within your Supporting Statement. To apply you will need to submit;

• an up-to-date CVwhich shows your full career history (explaining any gaps) we recommend that this is no longer than three pages.
• a supporting statementdetailing the reasons you want to join us and the contribution you would bring. It is important that your supporting statement highlights evidence of how your previous experience and skills relate to the criteria outlined in the Person Specification. We recommend that this should be a maximum of two pages.

All applicants must apply with a CV and Supporting Statement in order to be considered for this vacancy, if either document is not included then your application will not be progressed.

Encouraging diversity

We are always working to increase diversity and seek people who can bring diverse thinking, who care about our purpose, and fully support our values and commitment to our customers. We therefore welcome applications from all diverse backgrounds, cultures, perspectives, and experiences to support innovation, creativity, and to help us build balanced teams from all walks of life.

We understand applicants from ethnic minority backgrounds and/or with a disability may have experienced additional barriers when applying for a new role and so we offer applicants from ethnic minority groups or disabled applicants a guaranteed interview if they wish to apply under the relevant scheme and meet all the essential criteria outlined in the person specification.

If you wish to apply under this scheme please ensure you select "YES" to the relevant question on our online application form

Further information

For further information about this exciting opportunity please download the recruitment packhere. If, having read the recruitment pack, you would like an informal and confidential discussion about this opportunity, please emailour recruitment department.

JBRP1_UKTJ