Complaints Assistant

Find out more about this role by reading the information below.

Location: Hemel Hempstead

Salary: £28,719

Hours: Full-time (Hybrid)

About Us

Hightown Housing Association is a charitable housing association operating across Hertfordshire, Bedfordshire, Buckinghamshire, and Berkshire. We believe everyone deserves a home and the support they need. Our mission is to build new homes and provide excellent housing and support services.

With over 9,000 homes and a team of more than 1,100 dedicated staff, we are committed to making a positive impact in our communities.

The Role

As a Complaints Assistant, you will play a crucial part in supporting the Complaints & Resolution Manager and the wider Complaints & Resolutions Team. Your responsibilities will include:

• Administrative Support: Provide essential administrative support, including taking calls from customers and acknowledging complaints in writing.
• Complaints Log Management: Coordinate and administer the Complaints Log, ensuring it remains up-to-date and accurate.
• Data Input and Record Keeping: Input data, process information, and maintain the Complaints and Compliments logs with precision.
• Monitoring and Follow-Up: Regularly monitor and chase progress on commitments made during and after complaints investigations.
• Customer Engagement: Champion excellent customer service and engagement within the organisation.

Key Responsibilities

• Support the team to ensure a robust and consistent approach to complaint handling.
• Provide administrative support to the Customer Complaints Scrutiny Panel and Quarterly Complaints Lessons Learnt meetings by taking minutes at meetings and sharing feedback.
• Assist with collating responses to Subject Access Requests.
• Complete complaints closure surveys with customers and support data collection.
• Collaborate across the organisation to gather information and produce reports.
• Promote customer engagement and excellent service within the wider organisation.

About You

• Empathetic and Customer-Focused: You understand the importance of listening and responding to customer needs with empathy.
• Detail-Oriented: You have a keen eye for detail and ensure all records and documentation are accurate.
• Proactive and Collaborative: You work well with others and take initiative to resolve issues efficiently.
• Confident: You will be confident chasing colleagues and customers for information to ensure deadlines are met.

What We Offer

• A Supportive Environment: Join a team that values collaboration and mutual support.
• Professional Growth: Opportunities for training and development to enhance your skills.
• Annual leave: 33 days including Bank Holidays (increasing with service)
• Competitive Salary: £28,719 per annum for a 35-hour week.
• Monthly Attendance Bonus
• Workplace Pension Scheme: And life assurance cover of three times your annual salary.
• Discounts and Savings: High street retailers, gyms, restaurants, and cinemas.
• Employee Support: Health & wellbeing services.
• Free On-site Gym Access

Hightown is an Equal Opportunities & Disability Confident Employer

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