Complaints Handler Job Liverpool area,England UK,Customer Service/HelpDesk

Complaints Handler Job Description

Job Title: Complaints Handler
Contract Type: Fixed term for 6 months
Salary: £33,723.55 (£37,101.56 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern: Monday to Friday
- Hybrid
Location: Speke, Liverpool
Please note that whilst we will accept applications based on any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsor ships whether on behalf of existing colleagues or candidates.

The difference you will make as a Complaints Handler

You will provide a professional, responsive and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at the point of contact, to deliver a customer centred approach to the handling of feedback and complaint resolution. You will have individual autonomy and freedom to solve customer problems and provide responsive, supportive and thorough investigations to all feedback and complaints, ensuring all investigations are in line with the appropriate policy and procedures that are in place.

Develop performance information, insights and understanding into the causes for customer feedback and identify areas for improvement based on learning, and work closely with the Heads of Services to identify service improvements as a result of customer feedback.

About you

We are looking for someone with:

Clear demonstrable experience in Complaints Handling
An empathic approach to dealing with customers.
Strong analytical and investigation skills
Excellent planning and organisational skills.

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

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile

To provide a professional, responsive and positive feedback and complaint resolution service to customers, ensuring an empathetic approach at point of contact.
To deliver a customer centred approach to the handling of feedback and complaint resolution
To have individual autonomy and freedom to solve customer problems.
To provide responsive, supportive and thorough investigations to all feedback and complaints
To ensure all investigations are in line with the appropriate policy and procedures that are in place
To develop performance information, insights and understanding into the causes for customer feedback and to identify areas for improvement based on learning
Work closely with the Heads of Services to identify…