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Complaints Resolution Officer

Employer
Origin Housing
Location
Enfield (City/Town), London (Greater)
Salary
£31,509 p/a
Closing date
15 Sep 2019

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Job Details

Hours:  37 hours per week

Contract Type: Permanent

Salary: £31,509 p/a

Based: Enfield – Watermill lane

At Origin, we are here to provide housing in London and Hertfordshire that people can afford. We want to grow our 6,500 homes and provide more care and support services that make a difference to people’s lives. With a turnover of £56m, we work with our residents, customers and partners to make sure our services, people, communities and homes are the best they can possibly be.
 

Add Role Summary

A new opportunity has arisen for an individual to join the complaints team, the purpose of this role To Support the Customer Resolution Team in delivering first point of contact for all customers.  This role is critical to customer satisfaction and the ideal candidate will take a solution focused approach and lead on complaints resolution from start to finish, communicating regularly with the customer throughout.

The Key Responsibilities:

  • Record, log and lead on the resolution of all customer issues received
  • Communicate effectively with the customer throughout the complaint, resolving cases accordingly.
  • Identifying key trends of causes of service failures and complaints sharing knowledge with team and business accordingly, Supporting service improvements to prevent complaints recurring
  • Ability to attend occasional evening meetings

The Ideal Candidate for the role:

  • Have a good knowledge of Customer Service best practice.
  • Experience of investigating and responding to complex enquiries or complaints
  • Will be professional and Comply with Origin Housing’s Code at all times.
  • Excellent IT and interpersonal skills. 
  • Will be resilient and able to work productively under pressure.

How to apply 

Please send us your latest CV and covering letter in one combined document that show us how your experience meets your role profile. To find out more about us please visit www.originhousing.org.ukThis role needs satisfactory references and DBS check.

As we usually receive a lot of applications we won’t be able to give individual feedback. If you are successful we will get in touch within seven days after the closing date.

Benefits  

A competitive salary and a wide range of benefits, including generous annual leave, flexible working, cycle to work scheme, a contributory pension and discounted health scheme.

Origin is committed to equality and diversity and values of the communities we work in. We aim to have a workforce that reflects this and encourage applications from all areas of the community.

Closing date: September 15 2019

Company

About Origin Housing

We are a registered social landlord, managing over 7,000 homes in London and Hertfordshire. We provide affordable housing in our communities as well as related care and support services to the people who live in them. 

Origin Housing started life in 1924 as St. Pancras House Improvement Society, a charitable organisation founded by Father Basil Jellicoe because of a belief that good quality affordable housing is a foundation for a successful life.

Thanks to a subsequent series of mergers with other organisations: Humanist Housing Association, Griffin Homes, and Lee Housing Association, we now work in 14 areas across North London and Hertfordshire.
 

Our vision Great homes: places where people are proud to live

We want to provide homes that people are proud to live in. Housing is a long-term commitment so it is important to us that we build quality property and continue to invest in keeping homes at modern standards over many decades.

We buy land and build homes for rent and for sale. We also buy homes directly from private house builders.

 The homes are for:

  • letting at a subsidised rent;
  • part-rent part-buy (called shared ownership);
  • outright sale – the profits from which support our charitable objectives.


We finance this by: raising loans; proceeds from sales; along with a small amount of government grant.
 

Positive people: responsive caring staff getting services right for customers

We strive to be a top-performing landlord, property manager and provider of care and support services. We want our customers to be positive about the services we provide. This means it is crucial that our staff are skilled, dedicated and positive people who are committed to providing the best possible customer service.

We recognise that to do this means we must listen to our customers, so we regularly seek feedback and work with customers to improve services is central to the way we operate.

Strong communities: helping people and neighbourhoods thrive

Our aim is to help people and neighbourhoods to thrive. Working in partnership with Local Authorities we provide under contract a range of care and support services to people who are vulnerable due to learning disabilities, old age or other issues.

We want our communities to be places where people feel safe and proud, and where they can aspire to reach their potential. To help achieve this, we run and support initiatives to encourage inclusion and involvement, helping people to become actively involved in building sustainable, healthy and vibrant neighbourhoods. We provide support for people to find sustainable employment, manage their money, and stay in their homes for longer.

 

Company info
Website
Telephone
020 7209 9222
Location
St Richards House
110 Eversholt Street
London
London
London
NW1 1BS
GB

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