Belmont Recruitment are currently seeking a Customer Relations Officer to join a housing organisation, supporting the delivery of a high quality complaint resolution service to residents. This is a temporary assignment working 37.5 hours per week, Monday to Friday.
Overview:
The role sits within a customer experience focused team and is responsible for handling housing complaints. The successful candidate will investigate resident concerns, liaise with internal teams to gather information, and produce clear written responses to ensure complaints are resolved efficiently and in line with service standards. The position also supports service improvement by identifying trends and lessons learned from complaints.
Main Duties:
* Investigate and respond to Stage 1 customer complaints within agreed timeframes
* Liaise with internal departments to gather information and support complaint investigations
* Produce clear and professional written responses to residents
* Maintain accurate case records, correspondence and documentation
* Monitor complaint progress and ensure residents are kept updated
* Support the preparation of information for internal review and external bodies where required
* Assist with the monitoring of performance data such as response times and satisfaction levels
* Identify service improvements based on complaint outcomes and feedback
Essential Criteria:
* Customer service experience within the housing sector
* Experience of handling stage one complaints
* Strong written and verbal communication skills
* Experience of managing multiple cases and working to deadlines
* Good organisational and administrative skills
* Ability to analyse issues and work with colleagues to identify solutions
* Competent IT skills including Microsoft Office systems
If your skills match the above criteria, please apply with your up-to-date CV