Complaint Resolution Officer

Are you an expert at finding solutions?

Do you possess excellent people skills, resilience, inquisitiveness, confidence, and previous experience of providing fantastic customer care? If this sounds like you, then this is your opportunity to explore joining one of the East of England’s leading housing associations… Due to internal progression and some recent reshaping, the Complaints team at Longhurst Group are currently seeking two full-time Complaints Resolution Officers.

In our Complaints Resolution Officer positions, you’ll be able to develop your knowledge within the housing sector and showcase how you can deliver a “Heartfelt Service”. This is a very hands-on role, dealing with customer complaints and supporting our customers by putting right what has gone wrong and seeking agreeable resolutions. With each day being different you’ll use your excellent questioning, negotiation and influencing skills to assist customers with their complaints through to resolution. Further responsibilities are listed below:

• Coordinate a quality and timely resolution response by gaining an insight into the customers’ requirements and applying pro-active solutions
• Ensure all formal complaint cases are responded to within the agreed timescale and service standards
• Ensure all actions agreed as part of the complaint resolution are monitored and completed within the agreed timescales

Investing in you, we will provide you with all the necessary training and knowledge to be successful in your role. By engaging with a wide range of colleagues, stakeholders, and partner contractors you’ll develop a broad understanding of our business. This is a fantastic opportunity to develop your expertise, showcase your skills and gain job satisfaction. 

Ideally within your career you have developed a strong experience in a complaints-based role and have built this up working successfully with your customer base. You’ll be a resilient individual, with a capability to objectively seek solutions you’re your customers. Experience of working in an organisation linked to property repairs and maintenance would also be beneficial. Our Complaints Resolution Officer positions are working full-time in our Rushden office.

If you’re motivated by being busy and work best when you get to manage and organise your workload demonstrating your strong time management skills, then this could be the role for you. To explore beginning your career with Longhurst Group, please apply today.

What you receive from us

• 28 days annual leave plus bank holidays
• Pension Scheme
• Life Cover (as part of pension scheme membership)
• Health Care Cash Plan
• Free Eye Tests
• Investment in your personal development through our extensive learning and development opportunities.
• Family friendly, carers leave plus other paid leave
• Employee Assistance programme
• Wellbeing Support
• Free flu vaccinations
• Carers Networking Group a platform to support Unpaid Carers

How to apply

Please click apply now to submit your CV today. In the event of high applicant volumes we reserve the right to close this advert and CV submission window early.

We do not require recruitment agency support at this time - all speculative CV’s will be treated as a direct application.

Vetting Requirements

The important things - We can only consider applications from candidates who have the right to live and work in the UK. All shortlisted candidates will need to verify eligibility to work in the UK at interview. If you are the successful candidate, original proof must then be provided before your first day.

Naturally working with our customers, we need to complete pre-employment checks before you join us. This role is conditional upon receipt of two satisfactory references (one from your current employer). We also need you to tell us what you have been up to over the past 5 years as a minimum in terms of employment history. This could include carer duties, travel, seeking work, education, employment, training, or volunteering.

Equal Opportunities

As an equal opportunities’ employer, Longhurst Group is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We pride ourselves on looking after our colleagues and as part of our commitment we are an Employer for Carers and would welcome your application if you have additional unpaid caring responsibilities.

We aspire to have a greater diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join Longhurst Group.