Octavia’s Customer Relations Team is dedicated to resolving customer complaints, both orally and in writing, in a timely manner. The Team is also responsible for ensuring that issues that could affect other customers are identified and fed back. The Complaints Quality Officer is responsible for upholding the standards of complaint investigations and responses by reviewing a sample of customer contact and reviewing a sample of draft complaint written responses. The role focuses on achieving fair customer outcomes through complaint handling, whilst ensuring we maintain and adhere to the standards set by Octavia’s brand values, the Regulator and the Housing Ombudsman.

The results of quality control checks are collected through a scorecard, and individual feedback and summary results should be shared with leaders within the function regularly, to steer performance management and trainings needs.

Key Responsibilities

• Own the quality control check process for the whole Customer Relations Team, as part of the Quality Control Framework and support Team Leaders and Customer Relations Managers with Quality Assurance activity
• Complete a sample of quality control checks on customer contact (including call quality monitoring) and complaints written responses
• Deliver any necessary feedback to individual colleagues and leaders, both within the Customer Relations Team and across the organisation, both verbally and in writing
• Provide data and insight on the results of quality control checks on a monthly basis, providing support to Team Leaders and Customer Relations Managers on individual officer performance
• Identify areas of our systems, processes, policies, or training that may cause complaints and suggest improvement opportunities. This includes managing and updating the scorecard used for complaints, ensuring this covers case management and complaint resolution checks in line with the Housing Ombudsman code
• Provide training to new starters in the team, or those supporting the team via user guides and face to face training, keeping these materials updated. This includes supporting with onboarding and coaching for letter writing
• Create and run workshops to support areas of development across the team and provide updates as need at department team meetings
• The role holder is expected to periodically handle customer complaints, to support the Objectives of the Customer Relations Team and provide resource cover at peak operational times

Requirements

For this position, we have listed the requirements we believe are essential for this role:

Knowledge, Skills & Experience

• Excellent communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly
• The ability to provide clear and concise feedback to others, to support them in improving performance relating to quality, and sustaining those improvements
• Be approachable and have the ability to make anyone you’re speaking with feel comfortable as well as be able to adjust your communication style when needed
• Ability to show initiative, be a proactive problem solver, and make appropriate decisions
• Be customer focused
• Experience in summarising data visually, using Excel, preferred
• Demonstrates our Values and Behaviours

Benefits

The salary for this role is £36,000 per annum with up to 10% pension contribution.

We also offer a fantastic additional benefits:

• Flexible-working
• Life Assurance
• Employee Wellbeing App/ Mental Health Support
• Online GP Service
• Cycle to work
• Opportunities for self-development with over 60 courses available to self-enrol
• Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme