Complaints Officer

Complaints Officer

About the role

This is a fantastic opportunity to work for a charity for older people which is focused on preventing and alleviating the loneliness that can come with later life. 

Your role will be critical within the Customer Experience team. They will be responsible for ensuring compliance with policies, procedures, regulatory requirements and learning in the complaint process. They will also support the development & promotion of effective complaint management and will work in partnership with senior leaders, managers, and frontline colleagues to ensure an excellent customer experience.

Main Responsibilities will include:

1. You will be seen as a Subject Matter Expert for reviewing, handling, logging, and tracking complaints from the various inbound communication channels.  You will help support & promote a culture of service excellence with a view to achieving and maintaining a sector leading status within the complaints service. You will act as the escalation point for the complaints service, with particular focus on complex or business significant complaints.
2. You will be a complaints champion, who will promote the value of complaints within the organisation and who will work in partnership with managers to use complaints and their outcomes as an opportunity to move towards service improvement and a better customer experience.
3. You will support the Head of Customer Quality in maintaining a good relationship with the Housing Ombudsman & Local Government and Social Care Ombudsman whilst sharing their outputs with colleagues to support service development and improvement.
4. You will ensure that a high quality of customer service is always provided, responding promptly to enquiries including comprehensive support and professional correspondence.

About You

Essential Criteria:

• A strong customer focus, with a desire to deliver a great customer experience.
• Experience of managing complaints within a complex (multi service) handling environment  
• Proven track record of delivering exceptional Customer Service with excellent verbal and written communication and interpersonal skills
• Confident and proactive approach to problem-solving ensuring matters are swiftly and satisfactorily resolved with an Ability to be assertive where necessary, saying no when appropriate whilst always remaining calm, professional, and sensitive.
• The ability to work with others to achieve organisational goals; flexes communication style for different audiences.
• Demonstrates a personal confidence that engages people to listen; seeks to understand others’ needs and works hard to achieve win-win outcomes.
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Desirable Criteria

• Experience of working in a regulated sector
• Experience of working for a not-for-profit or voluntary organisation.

Pay & Benefits

At Abbeyfield, we are committed to rewarding our staff for their hard work. Our many benefits include:

• 25 days paid leave increasing to 28 days following 5 years service, plus bank/public holidays
• Comprehensive induction
• Competitive pay, benchmarked annually.
• Pay progression within role based on skills and contribution
• Learning and career development opportunities
• Medicash – Get help with your medical expenses
• BenefitHub – Great savings on hundreds on brands
• Unlimited opportunities to earn £500 via our 'refer a friend' scheme
• Life Assurance
• Occupational sick pay
• Company pension
• Discounted gym membership
• Employee assistance programme
• Cycle-to-work scheme
• Blue light Card – Discount for workers in the social care sector

*We reserve the right to close posts at any time once we have received sufficient applications

Please note this role will require eligibility to work in the UK, two satisfactory employment references and a Standard DBS check, the cost of which will be met by Abbeyfield. You may be asked to provide details regarding convictions; failure to disclose convictions may result in an offer of employment being revoked.