Complaints Quality Officer - 12 Month FTC needed in London, England, United Kingdom

Find jobs

Complaints Quality Officer - 12 Month FTC

Company: WORKHUB AGENCY

Job Location: London, England, United Kingdom

Job Type: FULL_TIME - (HYBRID)

Job Salary: 0 USD per month.

Date Posted: April 05, 2025

External

Apply Now

Job Description

Octavia’s 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 Octavia's brand values, the Regulator 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. Key Responsibilities 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 activityComplete a sample of quality control checks on customer contact (including call quality monitoring) and complaints written responsesDeliver any necessary feedback to individual colleagues and leaders, both within the Customer Relations Team and across the organisation, both verbally and in writingProvide data and insight on the results of quality control checks on a monthly basis, providing support to Team Leaders and Customer Relations Managers on individual officer performanceIdentify areas of our systems, processes, policies, or training that may cause complaints and suggest improvement opportunities. This includes managing and updating the scorecard used for complaints, ensuring this covers case management and complaint resolution checks in line with the Housing Ombudsman codeProvide training to new starters in the team, or those supporting the team via user guides and face to face training, keeping these materials updated. This includes supporting with onboarding and coaching for letter writingCreate and run workshops to support areas of development across the team and provide updates as need at department team meetingsThe role holder is expected to periodically handle customer complaints, to support the Objectives of the Customer Relations Team and provide resource cover at peak operational times For this position, we have listed the requirements we believe are essential for this role: Knowledge, Skills & Experience Excellent communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctlyThe ability to provide clear and concise feedback to others, to support them in improving performance relating to quality, and sustaining those improvementsBe approachable and have the ability to make anyone you’re speaking with feel comfortable as well as be able to adjust your communication style when neededAbility to show initiative, be a proactive problem solver, and make appropriate decisionsBe customer focusedExperience in summarising data visually, using Excel, preferredDemonstrates our Values and Behaviours The salary for this role is £36,000 per annum with up to 10% pension contribution.We also offer a fantastic additional benefits:Flexible-workingLife AssuranceEmployee Wellbeing App/ Mental Health SupportOnline GP ServiceCycle to workOpportunities for self-development with over 60 courses available to self-enrolOpportunities to volunteer in our Charity Retail Stores or on our Befriending ProgrammeTogether, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

About WORKHUB AGENCY

Workhub offers the best jobs, internships and scholarship opportunities to millions of people around the world. Take a hold of your professional career today, start your journey to explore a world full of opportunities.

Courage is being scared to death, but saddling up anyway.