Location – Hybrid / Sevenoaks, Kent TN13 (minimum 2 days in office)
Contract – Full-Time 37 hours per week, 18-month fixed-term
Salary - £35,191 per annum
You will be the key point of contact for customers raising complaints and feedback. Your role will involve thoroughly investigating concerns, resolving complaints fairly and sensitively, and responding in a way that builds trust and demonstrates accountability.
You’ll manage a varied caseload, engaging with customers and colleagues across the business to resolve issues, spot patterns, and recommend service improvements.
Key responsibilities
- Manage a range of complaints and customer feedback, from first contact through to resolution.
- Conduct full investigations, liaising with internal teams and external stakeholders.
- Produce timely, well-reasoned and empathetic written responses.
- Keep clear, accurate records on internal systems.
- Visit customers and hold conversations (in-person or via phone) to fully understand their concerns.
- Work in line with our policies, the Housing Ombudsman’s Complaint Handling Code and relevant service standards.
- Support a learning culture by identifying opportunities to improve services through complaints.
- Experience in complaints resolution, customer service or a similar role.
- Excellent written and verbal communication skills.
- Ability to manage conflicting priorities and remain calm under pressure.
- Strong attention to detail and sound judgement.
- Empathy, diplomacy and a solution-focused approach.
- Comfortable using Microsoft Office and CRM systems.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk
