We are currently working in partnership with a Nationwide Housing Association, who are recruiting for a Customer Support Specialist based in West London on a temporary contract for 3-6 months.

The position is due to start in January 2025 and is full time, 37.5 hours per week. The hourly rate of pay is set at £24.50 Umbrella or £21.64 PAYE per hour.

The ideal candidate will have experience dealing with Housing Complaints from stage 1 all the way through to resolution and experience dealing with complex cases and complaints.

Duties will include (but are not limited to):

• Dealing with complaints and coming up with satisfactory outcomes for tenants

• Ensuring end to end investigations into complaints are undertaken using Housing Ombudsmen guidelines

• Investigating cases of stage one complaints

• Holding meetings with employees, complainants and stakeholders to compile evidence for cases

• Liaising with local MPs and the Housing Ombudsman

• Work to set KPI’s including the number of cases escalated from Stage 1 to Stage 2

• Completing the company complaint resolution cycle in full

• Maintaining the database, ensuing systems are updated in a timely manor

• Taking responsibility for the responses and actions for Stage 1 complaints

• Working towards strict deadlines

Experience required:

• Social Housing

• Working with customers within housing

• Dealing with Housing Complaints from stage 1 all the way through to resolution

• Dealing with complex cases and complaints

Rewards and Benefits:

• Hybrid working

• Flexible working days

Working hours:

• 37.5 hours per week

• Monday – Friday, 8am - 5pm

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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