Customer Complaints Investigator
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Job Summary
We have an exciting opportunity for an individual to become our next Customer Complaints Investigator. You will work directly with the Customer Complaints Manager and you will be responsible for reviewing and Investigating complaints with the chance to work with different departments across the business.
You will also play an important part within the complaints team ensuring complaints are dealt with in line with the housing ombudsman guidelines ensuring the Alliance values are demonstrated so that our customers are in the best of hands.
Youll provide feedback training and coaching to our internal teams to help maintain KPIs support continuous improvement and individual development. Part of your role will be assessing and improving the Alliance Homes complaints procedure and recommending any improvements which could be made; whilst continuing to support the relevant manager to identify any learning points which need to be made.
About you
Our ideal candidate will have previous housing experience or a proven track record in working in a complaints role.
A natural communicator you will experience of problem solving and effective decision making in complex situations
An excellent communicator you will have the ability to deal sensitively empathetically and tactfully in difficult and challenging situations.
You will need to be well organised whilst handling your own workload and to keep to tight timescales in line with the complaints timelines.
We review applications when received so we may close the vacancy early if we find that perfect candidate. If the role interests you then apply now.
Alliance life
At Alliance we create places our customers are proud to call home. Across more than 7000 homes our teams care deeply about the people and communities we support. We want our customers to feel they belong feel safe and have the opportunity to thrive.
Were a purpose-led organisation with a strong performance culture where colleagues are supported to bring their best every day. We call this being on your A-Game using the right mindset and skills to deliver great outcomes for customers colleagues and stakeholders with compassion and care.
Our A-Game standards outline the behaviours we ask our colleagues to live by:
We are all about the customer
We are one team
We are easy to do business with
We are striving for excellence
We are forward thinking
Bring your authentic self
Were committed to building a workforce that reflects the diversity of our customers and communities and to creating an environment where colleagues can truly be themselves at work. Our colleagues consistently tell us were a great place to work through our colleague survey which uses the internationally recognised Great Place to Work Trust Index.
Were continuing to build an inclusive workplace where everyone has the opportunity to grow succeed and be recognised for the great work they do.
We welcome applications from people of all backgrounds identities and experiences.
We are proud to be a Disability Confident Leader. As part of this we guarantee that any individual with a disability will get an interview if they match the minimum essential criteria for the role. We also adopt the same principles for members of the LGBTQ community or those from Global Majority backgrounds.
We want everyone to feel supported throughout the recruitment process so please let us know if theres anything we can do to help you showcase your talents. This could include adjustments relating to a disability or neurodiversity such as dyslexia or arranging interview times around childcare or caring responsibilities.
Our Agile Working
Depending on your role youll have the flexibility to work from one of our office hubs from home or while out and about using one of our mobile hotspots.
Weve invested in flexible workspaces and technology so you can work in a way that supports both your wellbeing and work/life balance. How this works in practice will always be considered alongside the needs of the business our customers and your team.
Our head office in Portishead is located by the Marina with free parking and easy access to shops restaurants and supermarkets. Our offices in Portishead and Weston-super-Mare have both been newly refurbished creating modern collaborative and welcoming spaces to work.
If you need any support with your application please callor emailand we will be happy to help.
Our People Team reviews and acknowledges every application we receiveso please keep an eye on your inbox for updates (and check your spam folder just in case).
*dependant on role
The benefits
25 days annual leave plus bank holidays
Your Alliance Day a day off on your work anniversary
Family
Friendly Leave
Enhanced Pension Scheme
Health Care
Cash Plan
Learning and Development opportunities
Discounts
Portal
Wellbeing
Programme
Make the
Difference Day
Employee
Assistance Programme
