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Corporate Complaints and Insight Coordinator We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs. We are part of Riverside, a group of complementary businesses with a charitable housing association at its core. We believe in creating places that people can call home, supporting people to live well and building lasting homes and communities. The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers. We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day. Join our Customer Services team as a Corporate Complaints and Insight Coordinator Our Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative. We’re an organisation with strong values. We Care, We are Inclusive and We are Trusted. This is what makes us such a great team, working together as one to achieve our vision of Transforming Lives, Revitalising Neighbourhoods Interview date: Tuesday 12th September The role We have a fantastic opportunity for someone to join us in the position of Corporate Complaints and Insight Coordinator. Salary: £30,000 - £35,000 Location: Hybrid, 2 days at home and 3 days office based (Camden) Your responsibilities will include: Ensure the accurate and timely recording of customer complaints as they come into the organisation, in line with our policy, procedures and performance measures. Provide informal advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence. Act as Business Champion supporting our internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution & Complaint Handling Code. Utilise customer satisfaction results and the “voice of our customer’s” surveys to drive continuous improvements to services. Provide advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence. Regularly update the relevant IT systems and databases to ensure that records of complaints, expressions of dissatisfaction and enquiries are accurate and up-to date. Challenge and escalate concerns identified in relation to poor complaint case handling. Coordination and facilitation of Housing Ombudsman referral packs in line with complaint handling code requirements. What you will need to succeed We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly. The successful candidate will: Be committed to continuous improvement in service delivery. Have the ability to take ownership and resolve problems to conclusion. Be able to take appropriate action at the right time to minimise the impact on our customers and the organisation. Have excellent communication skills (written and verbal), and the ability to influence both internal and external stakeholders to agree and deliver a resolution. Have excellent organisational skills, impeccable attention to detail with the ability to prioritise multiple conflicting priorities. Be able to use multiple IT systems effectively and to produce reports. Work collaboratively with key stakeholders in the delivery of their duties. Have excellent IT skills (minimum intermediate level). Be flexible with a ‘can do’ attitude. The offer Our Life@One benefits offer you an array of perks designed with your wellbeing in mind. Salary: £30,000 - £35,000 Your holidays are important to us. Take up to 28 days annual leave plus bank holidays. Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year. Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities. Well done! With our colleague recognition programme you will know when you’ve done a #greatjob Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level. We’re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7. Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification. Experience new things. We offer you a career break after 3 years’ continuous service. About us One Housing is a subsidiary of the Riverside Group. The Riverside Group was established more than 90 years ago, and is now a leading provider of affordable housing, care and support services in England and Scotland. The group manages more than 75,000 homes and operates across 160 local authorities. Riverside transforms lives by providing well maintained, high-quality housing while creating new opportunities for customers through job schemes, affordable warmth programmes, and money advice. Working in some of the most diverse communities in the UK, we understand the strength we gain from having and supporting our diverse teams. The different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work. We welcome applications from everyone. Apply today for a fulfilling career in our Customer Services team. Please note that the application closing date is included as a guide and adverts may be withdrawn and vacancies closed before the guide date indicated. We recommend that if you are interested in applying for this role that you do not delay in submitting your application. Interview date: Tuesday 12th September OHGCORP Job Reference: OH00714