Complaints Officer

Closing date: 22nd June 2022

Interviews: 30th June and 1st July 2022

We’re looking to recruit a Complaints Officer to join our Customer Experience team at our Chichester office. This is a full-time permanent role, with flexible working available on a hybrid basis (60% remote and 40% office based).

The Hyde Group’s vision is to provide a great home for everyone. Our values guide the way we operate as a business: we’re customer driven, inclusive, collaborative and innovative.

In this role, you’ll manage all complaint cases, Housing Ombudsman and MP enquiries within timescales and work with key stakeholders both internally and externally to oversee and project manage the smooth resolution of all complaint cases from start to finish. You’ll also be responsible for ensuring our customers are kept informed and engagement is regular and consistent throughout the customer’s complaint journey using the tone of voice principles, including follow up actions.

Duties of a Complaints Officer

• Provide a responsive, excellent, customer focused and efficient front line/telephone service to all customers, internally and externally ensuring a high level of customer satisfaction is achieved
• Monitor issues which require longer term solutions outside of the standard complaints resolution timescales and ensure these are resolved, troubleshooting difficult complaints and making sure prompt and appropriate action is taken
• Manage and prioritise busy caseload which includes a high volume of telephone contact, case management and demonstrating a flexibility around priorities
• Articulate straight-forward decisions and actions to help resolve issues and hold service areas to account for delivering these
• Demonstrate clear accountability and ensure that complaint cases are escalated where progress is not being made in line with our time scales to the relevant service manager or senior Director
• Provide regular information to service areas to enable complaints to be proactively managed and monitored, including numbers of complaints received, issues identified, and due dates for responses

We offer a great flexible benefits package, a 35-hour working week, a fantastic pension scheme and the opportunity to work for an organisation whose social purpose is to help provide people with a home.

Diversity and inclusion are integral to the Hyde Group as a social business, and critical in delivering our vision of a great home for everyone. We strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we’re committed to cultivating an inclusive workplace which reflects our customer profile and where everyone is proud to be unique.