Complaints Officer

Complaints Officer London, England

L&Q
Full Time London, England 28553 - 29980 GBP ANNUAL Today
Job description

Contract Type: 8 month Fixed term contract (Perm opportunity at the end of FTC)
Hours: Full time, 35 hours
Persona: Agile/hybrid working- office based 20-40% (3-4 days working from home)

Office locations: Cray House in Sidcup, West Ham Lane in Stratford or Sale Point in Manchester
Salary: £28,553 - £29,980 per annum dependant on experience (London Weighted)

£24,675 - £25,908 per annum dependant on experience (Outside London)

Closing date for completed applications: 16th June 2023

Interviews will be held via Microsoft Teams

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated

NB: The title Complaints Officer - Stage 2 Reviewer is for advertising purposes only,the official job title for this role is Customer Relations Officer Stage 2 Reviewer

Our Customer Relations team is expanding, and we have some great opportunities for customer service professionals wanting to make a real difference! We continually strive to provide a first-class service to our customers and are equally committed in making the right decisions with complaints.

Do you consider yourself to be a high-end achiever who not only meets and exceeds targets but also thrives and works well under pressure in a fast-paced environment? Then you should consider applying to join our passionate and supportive Customer Relations team!

As a Complaints Officer - Stage 2 Reviewer, you will be responsible for effectively reviewing, investigating, and responding to Stage 2 complaints in line with the new Housing Ombudsman Complaint Handling Code. We are looking for effective communication skills, both verbal and written, and out the box thinking to produce excellent responses to escalated cases.

The aim is to provide the customer with a satisfactory resolution and/ or signpost them through the correct escalation procedure i.e the Housing Ombudsman Service.

In this role, you will balance your time speaking with customers over the telephone to understand why they have requested their complaint to be escalated. You will conduct thorough and completely impartial investigations of each case and produce excellent written outcomes, and at times, compensation for the escalated cases.
In this role, you will balance your time speaking with customers over the telephone to understand why they have requested their complaint to be escalated. You will conduct thorough and impartial investigations of each case and produce excellent written resolutions and award compensation as required.

To be successful in this role, you will need to be caring, understanding, empathetic and be able to produce letters to a very high standard, including a full review of your investigation. You need to have a confident approach in reviewing escalated cases, as you will need to challenge decisions that may have already been agreed from other business areas. Therefore, strong and effective communication skills are essential!
  • Managing own caseload
  • Conducting impartial investigations/ reviewing stage 1 decisions
  • Working within response deadlines and adhering to team SLA’s/ KPI’s
  • Liaising with customers and internal departments via telephone and email
  • Challenge decisions of internal departments
  • Calculating compensation in line company procedures
  • Ensuring information is documented and systems are updated

Key skills and experience:

  • Strong customer service and complaint handing experience
  • Excellent written and verbal communication
  • Inquisitive and investigative nature
  • Critical thinker and ability to use own initiative
  • Quick learner
  • Computer literate

We’re actively building diverse teams and encourage applications from everybody. We want to create an inclusive environment where everyone can contribute their best work and develop to their full potential. We celebrate our differences and recognise the importance of our teams reflecting the communities we serve.

Salary & Benefits

Our benefits package includes:

  • Agile working
  • Strong family friendly policies
  • Committed Learning & Development
  • Annual leave starting from 26 days rising to 31 PLUS bank holidays
  • Excellent Pension Scheme – double contribution up to 6%
  • Generous non-contributory life Assurance
  • An Employee Assistance Programme
  • Great places to work certified 2022
  • Best Workplaces for Women – ranked 23 in the UK
  • Up to 21 volunteering hours per year

If you have the passion, drive and skills listed above, and are interested in working for an organisation that can really make a difference to people’s lives, then please apply without delay!

For more information, please refer to the role profile.

  • Internally this role is referred to as a customer relations officer – Stage two reviewer.

**We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.


At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.


In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.


We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.


We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.


We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the South East.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.

Complaints Officer
L&Q

www.lqgroup.org.uk
Stratford, United Kingdom
Fiona Fletcher-Smith
$500 million to $1 billion (USD)
1001 to 5000 Employees
Non-profit Organisation
Construction
1963
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