Lead Complaints Advisor

Job Description - Lead Complaints Advisor (242053) Lead Complaints Advisor - ( 242053 ) Description Lead Complaints Advisor Hybrid working, Monday to Friday - One Strawberry Lane, Newcastle Upon Tyne Fixed term 12 months Salary £26,400 to £29,858 pa negotiable based on skills and experience, with brilliant benefits including health cash plan! Home, a place where you belong As our Lead Complaint’s Advisor, you will be pivotal in transforming our customers' experiences. Your work will go beyond answering calls and emails; you’re making a real difference. Your skills in handling and resolving complaints aren’t just helpful, they're essential in making sure our customers feel heard, valued, and satisfied. In this role, you'll have a big part in how we listen to and care for our customers, helping us keep getting better at what we do. Typical day as a Lead Complaints Advisor Engaging comprehensively with customers to understand their concerns, aiming to collaboratively find effective resolutions. Assessing and resolving escalated complaints, making informed decisions to ensure equitable outcomes. Utilising outstanding communication skills, both orally and in writing, to articulate thoughts and decisions clearly to customers and colleagues. Collaborating effectively with various teams across Home Group, ensuring prompt and efficient responses that prioritise customer satisfaction. Serving as a knowledgeable resource in complaint handling, advising colleagues and contributing to business improvements. Liaising with key external stakeholders, such as the Housing Ombudsman and Members of Parliament, to ensure exemplary service and professional representation of Home Group. Imagine ending each day knowing you've made a positive impact on our customers' lives. You can do that here, working for one of the top ten Great Places to Work in the UK! You bring Strong experience in complaint management, adept at handling intricate cases with empathy and efficiency. Superb communication abilities, evidenced in both verbal and written interactions, coupled with a commitment to exceptional customer service. A thorough understanding of and adherence to complaint management policies and procedures. A flexible and innovative mindset towards change, continuously seeking opportunities for improvement. Analytical skills in interpreting trends and feedback, thereby contributing to significant business improvements. Technical skills with experience using complaint resolution systems, Microsoft Office, and general contact management systems. Due to limits on our current certificates of sponsorship, we are not able to offer sponsorship to external candidates for this role. This remains under regular review. Our team Looking for a job where you really belong? Where you can be, well you! Bring your uniqueness, brilliant skills and awesome experience to deliver amazing things for our customers. You’ll join our team, who come from different walks of life and are here to support you as you make yourself at Home! Job details Flexible core working hours (Monday to Friday 8am-6pm) You’ll manage your own diary, so if you need to nip out to walk the dog or do the school run, we’re ok with that! This is a hybrid role and you’ll spend 2 days in the office, 3 days working at home. A place where you belong Great things happen when we can be ourselves at work. We want all our colleagues to be who they truly are here. Our internal diversity networks, peers and allies (Multicultural, LGBTQIA+ and Disability) support us all to be our best. Together we make Home Group a great place to work! What’s in it for you? 34 days leave (includes bank holidays and a “me day” to use whenever you fancy) increasing to 39, the option to buy 5 more, and 2 days off for volunteering too! Health cash plan saving you from £1140 per annum. We’ll cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies and lots more. Over 800 high street discounts on groceries, holidays and days out. Looking for a new phone, bike or car? Save money with us. We’re Investors in People Platinum employer, a Great Place to Work and 10th Best place in the UK for Wellbeing. We Grow Our Own colleagues (not literally of course!), when you’re ready for the next step in your career, you can grow with us! Generous pension scheme with life insurance of 3x salary. Explore our full range of benefits on our website.

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