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We currently have an exciting opportunity for a Customer Advocacy Officer (Complaints) to join our dedicated in-house Customer Advocacy Team within the Customer Experience Directorate on a full time, permanent basis.

An advocate is someone who gives voice to someone else by supporting them and helping them express their views. So, as well as managing complaints and using an understanding of that feedback to improve our services, this team will also be advocating for our customers.

The role

As a Customer Advocacy Officer (Complaints), you will play a crucial role in the successful delivery of our approach to handling complaints, feedback, and compliments. As an advocate for our customers, you will ensure the best possible resolutions, working closely with stakeholders to address issues comprehensively. Your role as the primary point of contact will guarantee consistent communication and outstanding service.

Collaborating with the Improvement and Insight Officer, you will bring valuable insights from complaints to light, driving improvements in service delivery across the Group. Your commitment to transparency, influence, and accountability will foster an environment where customer feedback leads to tangible enhancements for all our customers.

What skills and experience we are looking for:

* Minimum of 2 GCSEs in English and Maths (A-C)

* Experience of working in a customer service or customer experience environment

* Experience of case management systems or equivalent tools

* Experience of investigating / resolving complaints or complex customer service queries is desirable

* Good I.T. skills, including Microsoft Word and Excel and Visio. Aptitude to learn new systems as required

* Ability to work flexibly

* Ability to diffuse challenging situations

* Ability to promote a strong customer focus in service delivery

* Excellent written and verbal communication skills

* Ability to handle challenging customers with diplomacy

* Good planning and organisational skills

* Experience of the Housing Ombudsman Complaint Handling Code (desirable)

We can offer you

As well as hybrid working (after a successful probationary period), we offer a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We offer 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information.

How to apply

Please apply online with your CV and a cover letter.

Closing date: Friday 6th December 2024 - interviews may take place throughout the advert