Do you have housing complaints experience or regulatory background (e.g. SE Water)?  
Are you a job seeker living within a 10 mile radius of West Malling?
Contact us now! 

There are four full time, 36 hours/week, temp to perm vacancies to 

• resolve dissatisfaction where possible and appropriate outside the formal complaints
  process
• investigate complaints and members enquiries providing timely responses that offer
  full explanation and wherever possible, resolution for customers
• support lead handlers and senior managers with investigations and responses in a
  thorough and timely way
• work collaboratively with other staff, teams and external suppliers to resolve issues
  and deliver high levels of customer satisfaction
• facilitate and monitor agreed resolution actions, maintaining tailored communication
  with customers to build and maintain customer confidence and escalating blockages
  to ensure timely and effective management of cases and prevent escalations
• provide support for complaints panel reviews
• ensure all relevant systems are updated during the management of cases
• support the provision of responses to informal and formal contact from the Housing
  Ombudsman Service 

Our client needs you to

• prove commitment to delivering excellent customer service
• demonstrate a professional, but friendly and outgoing approach to work
• have a flexible approach around working hours and tasks required by the business
• be adaptable to change , be proactive and be positive

• Minimum GCSE grade C or equivalent in English Language and Maths
• Intermediate level proficiency of IT packages such as Microsoft Office (Word, Excel
  and Outlook)

• Demonstrable experience of effective complaint handling and working in a customer 
  service environment
• Proficient and confident using electronic document management systems
• Excellent communication and listening skills with experience of communicating verbally
  and in writing with customers, suppliers, colleagues and external stakeholders at all levels
• Problem solving skills with proven track record of delivering positive outcomes for customers
• Influencing Skills with experience of dealing directly with customers
• Excellent organisational skills with experience of prioritising own workload