BDS are recruiting for a Senior Housing Complaints Officer to work within our clients Customer Relations Team. This is a new role to increase the satisfaction and quality of responses and the successful candidate will have responsibility for the investigation and resolution of complex stage two complaints. Critically, you'll have a strong understanding of social housing providers' repairs obligations and experience of resolving complaints in line with the Housing Ombudsman Service's Complaint Handling Code.

Your passion for customer service will ensure you put our customers at the heart of your investigation, working hard to understand their concerns and how they'd like any problems to be resolved. You'll then liaise directly with contracting partners, utilizing systems as well as building positive relationships, to identify service failure and to resolve any outstanding issues.

You will have a keen attention to detail and be a very effective communicator verbally and in writing, including drafting letters communicating complex responses to customers in a clear and easy to understand style. You'll prioritise customer satisfaction, working to improve our customers' experience of our complaints service.

The ideal candidate will:
• Have significant experience of complaint handling in social housing, including investigating and responding to complex stage two cases.
• Demonstrate an understanding of repair obligations for social housing providers, Housing Health Safety Rating System (HHSRA), Awaab's Law, Legal Disrepair and Homes Fitness for Human Habitation Act and Tenant Satisfaction Measures
• Have experience of critically analysing cases in order to negotiate with contractors and stakeholders as part of resolution
• Be able to constructively lead cross departmental and external meetings to present complex cases and solutions.
• Able to use and interrogate housing and repairs management systems, CRM and other IT systems to inform and fully document complaint investigations
• Able to use a range of IT system to produce and create documents, such as SharePoint, Excel and PowerPoint for internal and external use
• Have experience in dealing with complaints about equality, diversity and inclusion

The expectation of this role will be three days in the office and two days from home.

Rate of pay circa £36 - £37 per hour Umbrella

Please apply now for immediate consideration