Complaints Handler

Location: Portsmouth Office, Office 23, 1 Port Way, Port Solent, Portsmouth, PO6 4TY

Reference: SCS195

Supply Care Solutions are a market-leading Medical, Social Care and Education recruitment consultancy, we offer a range of accredited services across the public sector, providing highly skilled, compliant professionals in all grades and specialties, including short, long term and permanent positions.

Rate: £13.50 PAYE

Hours: Full time

Required ASAP for 12 weeks

Job Overview:

You will case manage and investigate customer complaints, prioritise and be accountable for resolution activities in line with the ombudsmen code. You’ll be accountable for all customer contact throughout a Stage 1 complaint and ensure accurate and quality record keeping. You will play a key role in ensuring policy, process and regulations are followed, ensuring you provide a professional thorough response to complaints when owning and resolving and work while collaborating with business experts.

Case manage and investigate customer complaints

Be accountable for all customer contact throughout a Stage 1 complaint, via telephone, letter, or email

Build and monitor actions plans for customer completions or escalation if and when appropriate

Build relationships with customers and key stakeholders to deliver positive outcomes.

Experience of complaints management and with excellent communication skills including accurate clear written skills and good telephone skills

An understanding/experience of Housing Ombudsman

The ability and confidence to liaise with senior leaders and influence key stakeholders

Proven problem-solving skills

Able to quickly learn and apply internal policies and processes.

Experience and skills needed:

Experience of complaints management and with excellent communication skills including accurate clear written skills and good telephone skills. You’ll have an excellent understanding of Housing Ombudsman Regulations and ensure standards are met through complaints resolution when owning and resolving and through collaborative ways of working. You’ll be comfortable working with our customers and other key stakeholders with the ability and confidence to liaise with senior leaders and influence key stakeholders along with proven negotiation and influencing skills. You’ll be strong at problem solving and have excellent knowledge of our policies that underpin our primary activities as an organisation.

Due to the nature of your work, you’ll need the ability to work with confidential and sensitive information. We’d also love you to have, or be brilliant at… (but don’t worry if not) the customer service field and you are educated to degree level or equivalent. However, we’ll put a tailored development plan in place so if you’re willing to learn, we can work with it. Our complaints team is situated in our contact centre and works closely with colleagues there.

Experience of this setting would be beneficial. It would also benefit if you had awareness of our key housing systems.

Please see our referral incentive on our website. If you know anybody that’s looking for work, Locum or Permanent work, please feel free to refer anyone you know. Please see link below.

Supply Care Solutions offer an excellent referral bonus for any new workers you refer to us.  Please view our website for more details www.supplycaresolutions.co.uk

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Supply Care Solutions have a number of locum jobs across the UK. 

https://supplycaresolutions.co.uk/candidates/referral-form/

Supply Care Solutions have a number of locum jobs across the UK. * All locums must be contract compliant before commencing work through our agency. We are recruiting professionals across all specialisms and grade. We offer an excellent referral bonus for any new worker you refer to us *Terms and conditions apply. Supply Care Solutions works in conjunction with Monitor/TDA rate caps