Complaints & Resolution Officer

Complaints & Resolution Officer

10 Jul
|
Hightown Housing Association
|
Hemel Hempstead Industrial Estate

10 Jul

Hightown Housing Association

Hemel Hempstead Industrial Estate

Complaints & Resolution Officer

£39,039 pa - 35 hours

About the Role

The Complaints and Resolution Officer is responsible for providing a customer focused and high quality service to ensure the delivery of a robust complaints handling service, respond to information requests and provide administrative support to collate tenancy records and respond to Subject Access Requests.

The Complaints and Resolution Officer will work with customers, colleagues, and contractors to investigate and respond to complaints, using listening and communication skills to build constructive relationships with customers to resolve concerns at the earliest opportunity.





The Officer is responsible for writing comprehensive formal complaint responses which demonstrate a commitment to high quality service delivery and empathy.

The successful candidate will be responsible for:

- To be the first point of contact for customers who express dissatisfaction and who may want to formalise a complaint.
- To disseminate outcomes from complaints to other departments, and ensure that any follow up actions identified from complaint investigations are completed in a timely way. To support staff in other teams to identify and complete actions where appropriate.
- Follow the Housing Ombudsman Service's Complaints Handling Code, ensuring that deadlines are met for acknowledging and responding to complaints and to deal promptly with complaints in accordance with Hightown’s complaints procedure.
- To support with the identification and sharing of lessons learnt from complaints to promote service improvement.
- To assist with the collation and redaction of documents relating to Subject Access Requests, Housing Ombudsman enquiries and legal claims.







All applicants must hold a valid UK driving licence and have access to a vehicle.

About Us

Hightown is a charitable housing association transforming thousands of lives every year. We do this by building hundreds of much needed new homes and providing care and supported housing services for a wide range of people. We have high ambitions, a principled approach and a dependable, flexible team that delivers.

We currently manage over 8,000 homes and employ over 1000 full and part time staff from our head office in Hemel Hempstead. We have an annual turnover of £120 million and a development programme that will deliver around 500 new affordable homes each year.

The Benefits

We offer a range of benefits which include:







- Generous annual leave allowance of 33 days per year, including statutory bank holidays, rising to 35 days with service
- £39,039 pa for a 35 hour a week contract
- Regular support from your line manager and colleagues
- Annual bonus based on satisfactory performance (Dependant on start date and contract length)
- Monthly attendance bonus on top of your basic salary
- Annual salary and cost of living review
- Commitment to health and wellbeing with the Five Ways to Wellbeing
- Ongoing professional development and support to deliver outstanding support
- Workplace pension scheme and life assurance of three times your annual salary
- Refer-a-friend scheme: Earn a £130 bonus for each friend you refer to work for us
- Friendly and supportive team environment
- Employee assistance helpline






- Mileage paid for car usage
- Well-equipped on-site gym

Closing date: Wednesday 24th July 2024

Interview date: Friday 2nd August 2024

We are an Equal Opportunities & Disability Confident Employer.

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▶️ Complaints & Resolution Officer
🖊️ Hightown Housing Association
📍 Hemel Hempstead Industrial Estate

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