Complaints Assistant

Complaints AssistantPermanent 28,000KentHamilton Woods Associates are currently recruiting for a Complaints Assistant to act as the first point of contact for complaints, manage customer feedback and enquiries, and support the delivery of a high-quality customer experience across all service areas.Duties and Responsibilities of the Complaints Assistant:Act as the first point of contact for customer complaints, ensuring they are logged, acknowledged and progressed in line with policyInvestigate and resolve low-risk Stage 1 complaintsQuality check complaint responses to ensure compliance with internal standards and Housing Ombudsman expectationsManage MP and Councillor enquiries, providing timely and professional responsesFollow up on customer feedback and surveys, working with internal teams to resolve issuesIdentify trends in customer feedback and share insights to support service improvementCommunicate with customers across phone, email and written channels with empathy and professionalismMaintain accurate records of all customer interactions in line with data protection requirementsSupport customers in accessing digital and self-service optionsPromote equality, diversity and inclusion in all customer interactionsEssential Requirements of the Complaints Assistant:Previous experience within a customer service roleIT literate, including Microsoft OfficeTo be considered for this exciting role, please contact Lucie Houston - Managing Consultant at Hamilton Woods or apply online ..... full job details .....