Complaints and Quality Assurance Officer

Job Description

Do you have experience of dealing with complaints and finding solutions to theseDue to an internal expansion to a department, a new job opportunity has come available.Reed have partnered with a charitable housing association based in the East of Bristol, recruiting for an experienced Complaints Handler and Quality Assurance Officer on a full time, permanent basis.The customers that you would be looking after, will be within the Bristol, Swindon and Bath area.Hours: 37 hour working week, Monday – Friday, flexible on when you do these hours between 7 and 6 (7-3, 8-4, 9-5, 10-6 for example).Hybrid working: Again, flexible on this. Requirement to be in for 3 days at least for the first couple of weeks of training/inductions/onboardingRole:Provide a customer-focused and quality service in support of a robust Customer Feedback service, including timely coordination of complaints.Duties:Ensure the effective logging of complaints, tracking of responses and escalations, recording outcomes and collating the required information to deliver an effective complaints handling service back to customersUtilise IT systems to capture the complaints process, ensuring all information is tracked and loggedEnsure all learning from complaints and customer comments & suggestions is agreed, captured and reportedLiaise with teams across the business to drive an effective query resolution first approachAct on current trends and improve the end-to-end customer experience and to cut down on time taken to respond to complaints and resolveProduce performance data in terms of complaints management in line with the complaints policy and the Ombudsman guidanceProduce a holistic overview of what customers are experiencing using insight from a variety of sources (Systems, customer feedback, colleague feedback, social media and quality assurance checks)Support with quality assurance checks to ensure delivering excellent quality to anyone who contacts the Team through various customer channelsMonitor external good practice and make suggestions as to how this can be incorporated into their processesAttend meetings, events and consultations when appropriate and as required to support resident involvement and community developmentRequirements:Complaints handling experienceStrong administrative experienceCustomer focusedAbility to show empathy and deal with customers in stressful situationsExperience of utilising data systems, processing data and updating recordsStrong written and numerical skillsBenefits:30 days holiday, plus bank holidays, plus the ability to purchase up to five additional days of annual leaveOne volunteering day each yearFlexible work styleFree immunisationsFree eye testsFree fruit in our officesCycle to work schemeEmployee Assistance ProgrammeMental health first aidersGain skills and qualifications through their very own UniversityPaid professional memberships£700 flexi benefit that can be used towards anything that improves your health and wellbeing e.g. breaks away, treatments, counselling, fitness activities insurance, family activities6.16% pension contribution, plus life insuranceEmployee interest free loan of up to £1000Company sick pay of up to 14 weeks full pay plus 14 weeks half payIndependent financial adviceSTAR recognition awards