Triumph Consultants Ltd
About the Role:
We are seeking a highly skilled Complaints Officer to handle complex post-resolution complaints for our West Midlands office. This role is crucial for maintaining high customer satisfaction and service quality within our regulated sector.
Key Responsibilities:
- Handle high-profile and complex post-resolution complaints, taking ownership of cases.
- Work with customers, external stakeholders, and internal teams to resolve complaints effectively.
- Ensure adherence to regulations and service delivery plans.
- Adhere to the Housing Ombudsman Code and robust performance framework.
- Identify areas for improvement and support the Complaints and Customer Aftercare Manager in process improvement.
- Deliver, assess, and own key performance indicators.
- Champion customer engagement and empower residents.
Skills and Expertise:
- Proven experience dealing with high-level complaints, ideally in a regulated environment (e.g., banking, housing).
- Working knowledge and interpretation of regulatory requirements.
- Experience with vulnerable and complex needs customers.
- Exceptional attention to detail and accuracy.
- Strong organizational, planning, and time management skills.
- Effective case management skills.
- Excellent written and verbal communication skills, with the ability to influence and inspire colleagues.
- Experience with multi-channel communication (email, web chat, social media – desirable).
Why Join Us:
We offer a supportive and dynamic work environment where you can thrive. This opportunity allows you to make a significant impact on customer satisfaction and contribute to continuous improvement within our growing organization.