Job Ref: 213729190

Date: 2021-05-11 17:45:45

Apply Now

Tempting Recruitment are working on behalf of our client, a Social Housing Provider to recruit a Feedback Champion.
  
Salary: £34,500 per annum
Working Pattern: Full-Time
Contract: Permanent
Start: ASAP

OVERVIEW

As Feedback Champion (Complaint Resolution) you will have a key role in ensuring that they my client are effectively responding to residents who submit formal complaints – ensuring that they are listening to their residents, and responding fairly, in a timely manner, and following up on any actions that we need to take.

You’ll work with the rest of your team to ensure you are identifying and embedding learning, including implementing service improvements. 
  
JOB DETAILS

Lead on managing and responding to our formal complaints, from the initial enquiry through the investigation and response stages as well as taking ownership to ensure we deliver on any actions we say we will carry out.
Supporting our senior leaders in appeal investigations.
Managing and responding to our formal complaints in line with our policy, taking a customer focussed approach
Carrying out thorough investigations to ensure that a fair conclusion is reached in line with our policy timescales
Identifying risk and ensuring that these are escalated as required
Keeping clear and thorough case files that will support us with any cases that are escalated to the Housing Ombudsman
Preparing case files to support Housing Ombudsman cases
Ensure that we use the feedback we receive to identify areas for improvement across the organisation, owning the action plans necessary to embed change and testing the lessons we say we’ve learnt to ensure they make a difference
Championing our customer focussed approach and building positive relationships with residents who have complained to us
Generate and promote a culture where feedback is embraced and valued, and seen as nuggets of opportunity JOB REQUIREMENTS

Someone who communicates clearly at all levels, handles challenge and change with ease who can prioritise and stay calm under pressure
Someone who will be a true customer champion and is respected by those around them for being driven and passionate about providing the best possible service for our customers and their colleagues
An infectious attention to detail; someone who is known for being accurate and on time who has pride in the knowledge they are creating and who gets to the root cause of issues to make things right
Be uncompromising on high quality and standards
Be confident and independent
A team player who can work flexibly and positively in line with our values  
Would you like to be considered for this position?
Do you know anyone who would be suitable for this position?
Would you like to know more about this position or any other positions we are recruiting for? APPLY NOW or contact Josh at Tempting Recruitment now!
  
We are the most tempting choice!
  
Tempting Recruitment is a professional, independent, forward thinking recruitment agency, with a wealth of experience recruiting within the Public, Private, Social Housing, Health and Social Care, Education and Not for Profit Sectors

Apply Now