Complaints Assistant

Complaints Assistant
Permanent
£28,000
Kent

Hamilton Woods Associates are currently recruiting for a Complaints Assistant to act as the first point of contact for complaints, manage customer feedback and enquiries, and support the delivery of a high-quality customer experience across all service areas.

Duties and Responsibilities of the Complaints Assistant:

Act as the first point of contact for customer complaints, ensuring they are logged, acknowledged and progressed in line with policy
Investigate and resolve low-risk Stage 1 complaints
Quality check complaint responses to ensure compliance with internal standards and Housing Ombudsman expectations
Manage MP and Councillor enquiries, providing timely and professional responses
Follow up on customer feedback and surveys, working with internal teams to resolve issues
Identify trends in customer feedback and share insights to support service improvement
Communicate with customers across phone, email and written channels with empathy and professionalism
Maintain accurate records of all customer interactions in line with data protection requirements
Support customers in accessing digital and self-service options
Promote equality, diversity and inclusion in all customer interactions

Essential Requirements of the Complaints Assistant:

Previous experience within a customer service role
IT literate, including Microsoft Office To be considered for this exciting role, please contact Lucie Houston - Managing Consultant at Hamilton Woods or apply online with a covering note of your experience and suitability referencing the job r. Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful