Main characteristics
- Location
- Oldham, Manchester
- Company
- First Choice Homes Oldham
- Salary
- £25853/annum Holiday entitlement of 30 days leave plus ban
- Employment type
- Contract
- Category
- Property Services
Job summary
Role ResponsibilitiesResponsible for the day to day logging, investigation and full resolution of customers feedback, complaints and disputes.
To oversee and be responsible for the investigation and response to complaints, compliments and suggestions, and identify areas for service improvement through trend analysis.
To ensure KPIs targets and measure are met on a monthly basis and reporting failings to the monthly complaints meeting.
To ensure that complaints are handled in accordance with The Housing Ombudsman Code
To complete Ombudsman monthly e- training ensuring that your knowledge on complaint handling is upto date and in-line with compliance, to undertake Ombudsman workshops to ensure recommendation of best practice are implemented.
To be the main point of customer contact, liaising with Heads of Service and Operational colleagues ensuring that effective oversight and a prompt resolution is identified.
To actively promote best practice and sound customer service across all service departments by using feedback from complaints.
To manage the compensation budget and negotiate with customers when offering a level of compensation / good will gesture to ensure a full resolution to their complaint. To accurately recording compensation payments to customer.
Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
To communicate courteously with internal and external customers by telephone, email and face to face, building positive relationships, investigating, responding to and progressing issues and queries to a successful conclusion at the earliest time
To have a good level of understanding of all aspects of FCHO services and teams to be able to offer the customer a right first-time response to their complaint.
To liaise with the Housing Ombudsman on investigation cases providing them with detailed case history on Stage 1, Stage 2 complaints.
To undertake any other duties appropriate to the purpose of the post as required by the Organisation
Benefits: Holiday entitlement of 30 days leave plus ban
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