Corporate complaints insight officer

MMP Consultancy are looking to recruit a Corporate Complaints Insight Coordinator on a permanent basis working for a housing association based in Camden. This role is central to the seamless management and delivery of the overall complaints insight function. As brand ambassador for the team, you will work with the customers, internal external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement. This will be a temporary position paying GBP20.65 per hour. Responsibilities: * Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures * Act as Business Champion supporting our internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution * Proactively work with our internal and external stakeholders to prevent informal complaint escalation * Carry out peer reviews and scrutiny of complaints case handling to ensure it meets with our regulatory and statutory requirements * Coordination and facilitation of Housing Ombudsman referral packs in line with complaint handling code requirements * Challenge and escalate concerns identified in relation to poor complaint case handling * Day to day handling of complaints and supporting complainants through the complaints process customer first * Work with staff across all services to focus on getting the right solution first time for our customers and delivering high levels of satisfaction. * Ensure all front-line teams understand how to prevent dissatisfaction and what to do to put things right. * Maintain an up-to-date understanding of handling complaints and improving satisfaction and use this to delight customers at every interaction. * Use customer insight reports, complaints, audits and other statistics to shape and deliver best performance for you and your team. * Support better ways of working that drive efficiency, promote excellence and ensure value for money * Engage in a culture of developing innovative solutions and services that enhance our business, deliver on value for money and reflect our values. * Provide effective business partnering support to investigating managers to ensure thorough and robust investigations and responses of complaints * Create and enhance internal collaboration ensuring a high level of performance is maintained and targets met Skills Abilities: * Experience of working within a complaint #39;s environment * A wealth of experience about how to delight customers and manage expectations. * A commitment to social housing. * A #39;can-do #39; attitude and solutions-driven, innovative approach that has successfully modernised services. * A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team. * Be confident with strong communication skills, and excellent written skills * An understanding of how to manage difficult conversations face to face and by telephone * Experience of carrying out research and presenting written arguments in a concise but compelling way. * Excellent knowledge of all MS office applications including intermediate knowledge of outlook, word, excel and a working knowledge of vision Title: Corporate Complaints Insight Coordinator Location: Camden Salary: GBP20.65 Umbrella