Newcastle (Hybrid Home/Office Working)
Contract Type: Full Time (37.5 hours per week), Fixed term 6 months initially
Salary from £18,576pa to £19,900pa (pro rata) negotiable based on skills and experience
Plus, Brilliant Benefits!
Helping us to deliver on our Customer Promise – that’s when it hits home
We have fabulous opportunity for you to join our brilliant team as our Complaints Advisor. Supporting us to deliver on our customer promise, you’ll deliver a customer focused and effective complaints resolution for our customers.
You’ll handle all complaints providing verbal and written responses to support first time resolution. You’ll work collaboratively to provide proactive approaches to resolving problems using your Housing Management (including detailsed arrears recovery within England and Scotland) You’ll also support, advise and guide colleagues who are complaint owners to ensure they are meeting requirements of policy, procedure and regulations working in a customer focussed, person centred way.
You’ll also gather data and help identify trends and themes so the team can develop good practice and develop their knowledge of lessons learnt. You’ll see complaints as a positive way to learn more about what our customers expect, with an open and responsive approach. You’ll have a crucial role of being an ambassador for a positive complaints culture across the organisation.
What makes us No.7 in the UK’s Best Super Large Great Places to Work, 4th Best Place in the UK for Great Places for Women to Work, 18th in the Stonewall Top 100 and Investors in People Platinum Standard….? It’s our brilliant people and culture!
About our team
You’ll be working alongside our fabulous team who are super passionate about delivering on our customer promise. To us were not just a team we’re a ‘work family’. Our manager is Louise, who has worked for Home Group for 7 years of which 5 have been managing the complaints team. There are 17 of us in the team and we don’t just love to support our customers, we’re there for each other too!
It’s the team’s unwritten rule that you attend the important appointments in life, be it your child’s school play, your partner’s graduation, or to get your new fridge delivered. You can elect to fit these around your working day or use your flexi to take the time off. Our focus is on getting the job done, not your working hours!
You’ll have relevant experience of using a Contact Management System to manage customer complaints alongside previous experience of complaints management. You’ll support a culture of continuous improvement and learning, working to a complaints process. You’ll be comfortable working with our customers and other key stakeholders and have excellent communication and interpersonal skills. Due to the nature of your work you’ll need the ability to work with confidential and sensitive information.
You’ll be brilliant at organising and prioritising work, meeting deadlines, working under pressure and handling several tasks simultaneously. You’ll understand complaint processes and system knowledge in relation to complaint progression/ escalation. You’ll also be competent user of Microsoft office applications and will be able to work within minimum supervision.
Here at Home Group we have invested heavily in our future and use current and up to date equipment. You’ll be issued with the latest kit, which could include a Surface Pro and mobile. So, it's important to us that you are technologically savvy (or at the very least not a technophobe!)
When you join, you’ll need to have a valid Basic Check under the Disclosure and Barring Service. The great news is that we will pay for that to be done if you don’t have a transferrable one.
Want to know more?
If you’re not reading this advert on our careers’ pages, press the APPLY NOW button to access lots of useful stuff! You can download the Complaints Advisor Job Description and find out more about Home Group. We’ve also got some short films that show you what it’s like to work here, and we know you’ll want to find out more about our award winning benefits and rewards package!
Don’t delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and if you have one, your covering letter (this will help us learn more about you!). If you need them, we’ve also got some great templates to help you.
Home Group play a big part in tackling prejudice and discrimination, not just for our customers, but colleagues too! You can be yourself here, because we value everything that makes you unique. So, whatever your age, race, sexuality, disability, religion, or gender identity, we recognise and celebrate our differences. Together we make Home Group a great place to work!
We’re continuing to deliver services for our customers since the COVID-19 pandemic, and our brilliant colleagues are at the heart of making that happen. We’re continuing to do things a little differently, to keep everyone safe, we’ll engage with you digitally where possible. Check out our awesome video to find out more on how our colleagues have felt supported here during the outbreak.
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