Customer Experience Advisor

We are currently recruiting on behalf of our client, a social housing provider based in South West London for a full-time Complaints Officer role. The role is for 36 hours per week (Mon-Thu 9am 5.15pm, Fri 9am 5pm), and is able to offer hybrid working which can be discussed with the hiring manager. To apply candidates should have housing experience and experience of liaising with the ombudsman in regard to complaints. Customer Experience Advisor (Complaints) circa £33k We re looking for a Customer Experience Advisor (Complaints Focus), to support our clients Customer Experience and Quality team to deliver first-class customer service. With a laser sharp focus on complaint resolution, you ll use your energy, knowledge, and enthusiasm to understand where things have gone wrong, showing empathy to the customer and creatively finding a way to put things right. What You ll Do: Manage and carry out independent investigations into complex cases and formal complaints throughout the customer journey to resolution Ensure complaints are correctly acknowledged and responded to in line with the Housing Ombudsman Complaints Handling Code and Complaints Policy Raise safeguarding concerns where necessary Resolve complaints and avoid escalation to stage 2 by working with senior stakeholders cross the whole business and ensuring the customer is happy with the outcome Identify and escalate any high-risk cases to the Complaints and Complex Case Manager for Review Work with other teams, taking ..... full job details .....