Job Title: Property Services Complaints Officer
Contract Type: Permanent
Salary: £32,000 per annum
Working Hours: 35 hours per week
Working Pattern: Monday to Friday
Location: Arlington, London - Hybrid
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as a Property Services Complaints Officer:
The Property Services Complaints Officer is responsible for bringing the Customers view, no matter how big or small, into the conversation across all silos of the Directorate. You will provide professional support to the Assistant Director and Director of Property Services to support efficiency and quality in resolutions and aftercare following concerns/complaints by customers.
You will play a vital part in putting the customer at the centre and creating a positive experience.
About you
We are looking for someone with customer service and complaints experience who has excellent communication and organisational skills. The ideal candidate will be able to take initiative, be resilient, assertive and confident when interacting with customers and also act as an ambassador for the customer experience, actively building positive working relationships with key internal and external stakeholders.
Why Riverside?
One Housing is part of Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
- Managing a caseload of complaints received from our Residents and Service Users received via the following platforms: email, telephone, and our online resident portal.
- Assess, analyse, and investigate each complaint. Adhere to our internal Stage 1 complaints processes and deadlines using Housing Ombudsman Guidance.
- Consult with and develop engagement process with all relevant colleagues within the Property Services Division. Collate information and prepare a stage 1 complaint response.
- Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
- Capture the lessons learnt from the Complaints process sharing this data with each the Area Managers.
- Monitor and where applicable manage the aftercare following the customers concerns post complaint response, ensuring relevant works are booked for resolution. This will involve consulting with technical staff, surveyors, and contractors.
- Ensure accurate records are regularly updated on our CRM system.
- Build strong networks internally and externally to enhance the customer experience to ensure transparency and ease of communication.
- Responsible for managing incoming customer queries by email/CRM and telephone.
- Maintain and update customer records and internal systems in accordance with department protocols.
- Implementing decisions to support continuous service improvement within the directorate to ensure quality of service.
- Support the Assistant Director to monitor and manage performance indicators against agreed service levels and KPIs around the customer experience and feedback.
- Ensuring the timely production of routine management reports to support service delivery and meet the business requirements as part of the customer journey.
- Assist and coordinate in the Investigation of complaints (informal and formal) and expressions of dissatisfaction with the service.
- Monitor and where applicable manage the aftercare following customers concerns and formal complaints within Property Services.
Person specification
Essential
• Minimum of three years complaint / customer service experience
• Complaints and Aftercare handling
• Advanced IT skills and literacy
• Excellent communication skills, both oral and written
• Initiative-taking, resilient, assertive, and confident
• Excellent organisational skills
Desirable
• Experience of working in the Housing/Property sector
Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.Our ways of working
Commitment to Diversity
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