Complaints Quality Officer
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Job Location:
Yearly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Were proud to say our customers are at the heart of all we do and one of our top priorities is hearing what they have to say investigating what happened learning what we can do better and making amends when we may not get something quite right. Thats where you come in.
Abris Customer Relations Team is dedicated to resolving customer complaints both orally and in writing in a timely manner. The Team is also responsible for ensuring that issues that could affect other customers are identified and fed back.
The Complaints Quality Officer is responsible for upholding the standards of complaint investigations and responses by reviewing a sample of customer contact and reviewing a sample of draft complaint written responses. The role focuses on achieving fair customer outcomes through complaint handling whilst ensuring we maintain and adhere to the standards set by Abris brand values and the Housing Ombudsman.
The results of quality control checks are collected through a scorecard and individual feedback and summary results should be shared with leaders within the function regularly to steer performance management and trainings needs. You will own the quality control check process for the whole Customer Relations Team as part of the Quality Control Framework and support Team Leaders and Customer Relations Managers with Quality Assurance activity.
If this sounds like the opportunity youve been looking for and want to join a team as customer-focused and dynamic as you wed love to hear from you!
Who we are
Abri is a large housing provider who own and manage more than 58000 homes and various community assets serving around 113000 customers across the South of England.
We believe everyone has the right toa good qualitysafewarmand sustainable home in a community where theycanbelonggrowand does that look like in real terms
Wereinvesting 689mover the next ten years in our existing homes to improve building safety and make them more energy efficient.
- Weredelivering 10000 homes by 2030 ensuring affordable housing isbuiltwhereitsneeded most
- Wereinvesting in our communities to address local issues and create opportunities for everyone
As we growwerere-establishing our strong local presence toprovideareally goodservice. Abri has adopted a regional approach to service delivery withouroperating areas split into three each with their local governance our colleagues aremore visibleaccountableand better connected to our customers and local communities to meet their diverse needs.
More information about Abri and our strategicobjectivescan be found at.
What you can expect
What you can expect
28 days holiday the opportunity to buy and sell holiday
Generous pension scheme with contributions up to 10%
Money off tons of high street and online retailers
Life assurance of 5x your annual salary
Generous parental and family leave
Health and wellbeing packages
Electric car scheme
Personal development opportunities
Colleague recognition scheme
Flexible working
Free eye tests
Cycle to Work scheme
About you
Weve all got different backgrounds strengths and experiences. But we share the same values. Its these shared values that bring us together as one team.
Our colleagues embrace these every day. Be the difference to our customers and colleagues always curious and look for better solutions achieve together by working in partnership with others own it openly through working with others in an open and honest way and finally embrace possibility and see changes and challenges as welcomed opportunities.
We also expect our colleagues to share Abris commitment to safeguarding and promoting the welfare of children young people and adults.
If you share our values and want to make a real difference in the world youre on to a winner and wed love to hear from you!
Be yourself
Were committed to promoting an inclusive culture. We welcome and respect the individual differences life experiences and knowledge that all our colleagues bring into the workplace and we value their contribution to our amazing company. Everyone is different everyone is unique.
Flexible working
We recognise the benefits flexible working can bring and we aim to support colleagues who need to work flexibly wherever we can provided the needs of both Abri and the colleague can be met. Please feel free to let us know about any flexibility you might need when applying for this role. We cant promise to give you exactly what you want but we do promise to consider it fully.
To our agency friends
We already have a number of carefully selected agency partners who know our business well and who support our in-house recruitment team during exceptionally busy periods. Were not looking to add to our preferred supplier list right now but if youd like to be considered at a future date please dont hesitate to register on our procurement portal.
Documents
Required Experience:
Unclear Seniority
Key Skills
- Access Control System
- Compliance
- Furniture
- Housekeeping
- Assembling
- Building Electrician
