Connecting Talent to opportunity

Connecting Talent to opportunity

Housing arrears Complaints Advisors 6711


Job Description:

Complaints Advisors needed for 6 months.

Full time hours


Ref 6711

Candidates will be asked to work from home and will be provided with the technical kit to work remotely. We are looking for extra special customer service advisors with bells on, who can handle and own some of our more complex complaint cases.


We will be asking candidates to have a basic DBS done, but we will organise that after they join at our expense.


Supporting us to deliver on our customer promise, you’ll deliver a customer focused and effective complaints resolution for our customers. You’ll handle all complaints providing verbal and written responses to support first time resolution. You’ll work collaboratively to provide proactive approaches to resolving problems using your Housing Management experience (including detailed arrears recovery within England and Scotland). You’ll also support, advise and guide colleagues who are complaint owners to ensure they are meeting requirements of policy, procedure and regulations working in a customer focussed, person centred way. You’ll also gather data and help identify trends and themes so the team can develop good practice and develop their knowledge of lessons learnt. You’ll see complaints as a positive way to learn more about what our customers expect, with an open and responsive approach. You’ll have a crucial role of being an ambassador for a positive complaints culture across the organisation. About our team You’ll be working alongside our fabulous team who are super passionate about resolving complaints for our customers and ensuring the organisation learns from its mistakes. To us were not just a team we’re a ‘work family’. In order to meet the needs of our customers, we need to be flexible. This means you’ll work 5 days per week from Monday to Friday. As we’re asking you to be flexible for us, we aim to give you the time you need to spend time doing the things that matter to you! About you You’ll have relevant experience of using a complaints management system to manage customer complaints alongside previous experience of complaints management. You’ll support a culture of continuous improvement and learning, working to a complaints process. You’ll be comfortable working with our customers and other key stakeholders and have excellent communication and interpersonal skills. Due to the nature of your work you’ll need the ability to work with confidential and sensitive information. You’ll be brilliant at organising and prioritising work, meeting deadlines, working under pressure and handling several tasks simultaneously. You’ll understand complaint processes and system knowledge in relation to complaint progression/ escalation. You’ll also be competent user of Microsoft office applications and will be able to work within minimum supervision.


If you are interested in the role, please email your CV to [email protected]  quoting the reference number


Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.


All our roles may be subject to pre-employment checks including references so please be prepared.


Due to high volumes of CVs received we are not able to respond to all unsuccessful applications. You will always however hear from us by phone if we are able to take your CV forward to the next stage.


You can also follow us at Twitter/Facebook/LinkedIn or via our website