Complaints and Improvement Specialist

Complaints and Improvement Specialist£35,796 per annum + benefits The Maltings, Bath HybridPermanent Full Time 37 hours per week (minimum 3 office-based days)Your Housing Expertise. Our Standards. Fairer Outcomes for Customers.Resolving a complaint well takes more than a good letter. It takes judgement, calm and the confidence to hold people to a standard, from a Customer Advisor right up to our Chief Executive.Every complaint that comes into Curo lands with our team. Some you will own yourself, the complex, high-risk cases that need an expert hand. Most you will place with the right person in the business, coaching and supporting them to a fair resolution. Either way, you set the standard and you keep us on the right side of the Housing Ombudsman Code.And because complaints show us where we can do better, you will work with our complaints data analyst to turn those lessons into better ways of working for our customers.What you''ll be doingTriaging every complaint that reaches Curo, completing a risk assessment and deciding whether each one is valid before allocating it across the businessCoaching and supporting colleagues to manage their complaints well from start to finish, while personally owning the most complex and high-risk casesActing as our subject matter expert on Housing Ombudsman regulations, advising teams and making sure our responses are accurate, well-evidenced and on timeLiaising directly with the Housing Ombudsman Service, customers and colleagues at every ..... full job details .....