Lead Complaints Advisor

Lead Complaints Advisor

Newcastle upon Tyne, One Strawberry Lane Hybrid working

Temporary 12 months, Full time (37.5 hpw), Monday to Friday

Salary£26,400 to £29,858 pa negotiable based on skills and experience,plus brilliant benefits including health cash plan!

Home, a place where you belong

As our Lead Complaints Advisor, you will be pivotal in transforming our customers experiences. Your work will go beyond answering calls and emails; youre making a real difference. Your skills in handling and resolving complaints arent 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 stakeholders, such as the Senior Leadership team and the Housing Ombudsman, to ensure exemplary service and professional representation of Home Group.

Fancy going home each day knowing that you have helped change our customers lives for the better? Youll do that here, working for a top 10 Great Place to Work Employer!

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.

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. Youll join our team, who come from different walks of life and are here to support you as you make yourself at Home!

Job details

• Were open to agreeing a work pattern with you (core hours are Monday to Friday 0800 am to 1800 pm)
• Youll manage your own diary, so if you need to nip out to walk the dog or do the school run, were ok with that!
• This is a hybrid role and youll spend two 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!

Whats in it for you?

• 34 days leave (includes bank hols 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. Well 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.
• Were Investors in People Platinum employer, a Great Place to Work and 10^th Best place in the UK for Wellbeing
• We Grow Our Own colleagues (not literally of course!), when youre 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. You can explore our benefits in detail on our website.

Find out more

Click APPLY NOW to see our Lead Complaints Advisor Job Description, find out about us and for help to apply. Sometimes we close a job early, so dont delay or you might miss out. Finally, do let us know if theres anything we can do, to help you shine in our process by making reasonable adjustments at

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Location: Newcastle Upon Tyne, GB

Posted Date: 9/19/2024