Job Title: Complaints Officer
Contract Type : Permanent Job role
Salary : £27,542 (£30,471 is achieved after 12 months successful performance in the role)
Working Hours : 35 hours per week
Working Pattern : Hybrid
Location : Liverpool

For your application to be considered please attach a current CV and cover letter.

Applications may close before the deadline, so please apply early to avoid disappointment.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays.
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits
  

The difference you will make as Complaints Officer

In this role you will support customer services by managing a designated caseload of complaints, providing a quality and effective service to support Group wide objectives, also in this role you will a ssist in the collation of documents for the Housing Ombudsman Service or Scottish Public Sector Ombudsman cases, ensuring the relevant information is provided in a timely manner. Ideally in this role as a complaints officer you will maintain accurate case records using appropriate systems, ensuring the integrity and quality of all Complaints service data to enable regular data analysis to be carried out and statutory, regulatory and other reporting to be completed as required.

About you

We are looking for someone who is c ustomer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base, in this role you should be an e xcellent team player who can work flexibly to meet business requirements, although it is not essential but if you have an experience of working within a housing environment that would be an advantage.

Role Profile

Role requires you to:

• Monitor a caseload of complaints to ensure effective resolution in accordance with agreed processes, standards, timescales and targets.

• Assist in the coordination of tenant panel hearings including the provision of required documentation.

• Assist in the collation of documents for the Housing Ombudsman Service or Scottish Public Sector Ombudsman cases, ensuring the relevant information is provided in a timely manner.

• Produce clear meaningful reports, as required, for key internal and external stakeholders on case progression, including escalation as appropriate of cases representing a high risk to the Group.

• Ensure internal business processes are followed in line with relevant policies and procedures, to effectively support Customer Services.

• Maintain accurate case records using appropriate systems, ensuring the integrity and quality of all Complaints service data to enable regular data analysis to be carried out and statutory, regulatory and other reporting to be completed as required.

• Provide accurate and timely advice, guidance and support to colleagues across the organisation on the complaints process.

• Ensure up to date and accurate information is accessible on the external website and intranet site.

• Contribute to continuous improvement processes and procedures.

• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.

• Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.

• Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.

Person specification Knowledge, Skills and Experience

Essential

• An awareness of the risks associated with poor complaints management.

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.

• Effective stakeholder management, both internally and external to the organisation.

• The ability to remain calm in a pressurised environment.

• Excellent team player who can work flexibly to meet business requirements.

• Results driven with strong analytical skills and experience of providing meaningful management information.

• Proficient use of Microsoft Office.

Desirable

• Experience of working within a Housing environment.