Complaints Assistant
Permanent
£26,000
Kent
Hamilton Woods Associates are currently recruiting for a Complaints Assistant to act as the first point of contact for complaints, manage customer feedback and enquiries, and support the delivery of a high-quality customer experience across all service areas.
Duties and Responsibilities of the Complaints Assistant:
*Act as the first point of contact for customer complaints, ensuring they are logged, acknowledged and progressed in line with policy
*Investigate and resolve low-risk Stage 1 complaints
*Quality check complaint responses to ensure compliance with internal standards and Housing Ombudsman expectations
*Manage MP and Councillor enquiries, providing timely and professional responses
*Follow up on customer feedback and surveys, working with internal teams to resolve issues
*Identify trends in customer feedback and share insights to support service improvement
*Communicate with customers across phone, email and written channels with empathy and professionalism
*Maintain accurate records of all customer interactions in line with data protection requirements
*Support customers in accessing digital and self-service options
*Promote equality, diversity and inclusion in all customer interactions
Essential Requirements of the Complaints Assistant:
*Previous experience within a customer service role
*IT literate, including Microsoft Office
To be considered for this exciting role, please contact Lucie Houston - Managing Consultant at Hamilton Woods or apply online with a covering note of your experience and suitability referencing the job ID number. Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful.