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Location

Norwich, Norfolk | United Kingdom

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Job description

Ref 29048 Department Local Delivery Location Norwich Employment type Full-time Salary Starting Salary BHA B4 at £29,086 per annum, with future progression opportunities to £30,941 per annum Closing date 07/03/2024 Description

Complaints Handler

Agile Hybrid Homeworking with office base in Norwich

Full time, 37 hours per week (Monday to Friday)

Starting Salary BHA B4 at £29,086 per annum, with future progression opportunities to £30,941 per annum

Permanent Contract

About the role

We have an exciting opportunity for a Complaints Handler to join our team. The role requires a candidate who is competent in administration and capable of demonstrating attention to detail when carrying out admin support to the Complaints Manager.

Some of the main duties of the role will be:

• To provide excellent customer service when interacting with complainants adhering to our service standards and meeting the diverse needs of the customer.
• To provide feedback to the Complaints Manager to ensure continuous improvement of processes

• Responding to, investigating and resolving stage 1 complaints, MP, Councillor or executive enquiries from start to finish within the required timescale; keeping the Complaints Manager informed at all times.
• To collate detailed information to respond to requests from the Housing Ombudsman Service.
• Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents.

For full details on the role, please see the job description , and review job 2 for specifics

About You

The successful candidate will have a minimum of 5 GCSE’s including Maths and English (Grade C/Level 4) or equivalent and excellent communication skills. The ideal candidate will have experience in administration and have exceptional Customer Service experience.

A background / knowledge / understanding of dealing with complaints from first stage and working within a complaints team would be beneficial.

All team members and colleagues working for Broadland will always be expected to act in a manner that is consistent with our corporate values and behaviours, as detailed in the job description. 

About Us

Broadland Housing Association offers more than 5,500 quality homes across Norfolk and North Suffolk believing that everyone deserves a home that meets their needs; we offer a caring, effective and high-quality service that is fair to everyone.

Our team are provided with the digital tools to work from home as well as a supportive and flexible understanding of the challenges this sometimes presents. We are a Hybrid Homeworking employer - with a 60/40 split (60% home/up to 40% office. As the role require attendance at Broadland premises candidates must live within a 75-minute commute of their office location. Full details can be discussed at the interview process.

We offer staff many great benefits such as:

• Enhanced annual leave starting from 22 days, increasing each service year up to a maximum of 27 days per annum, plus a day off for your Birthday, a Volunteering Day and a Personal day!
• Generous contributory pension scheme!
• Access to an Employee Assistance Programme to support you when you need it!
• Health Cash Plan – claiming for things such as Eye Test and Prescriptions as well as many other wellness and money saving perks!
• Opportunity for an Annual Bonus
• Lots of Training Opportunities!
• And many more – Please see our Benefits Document available on our website!

For full details or to apply, please visit our website: or contact our recruitment line on 01603 750109 and leave a message or email [email protected] and we will get back to you.

Closing date: Midnight Thursday 7 March 2024

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Job tags

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Salary