• Job description

    £30,011.64 per annum


    Stafford with hybrid working


    37 hours per week, permanent

    We currently have a great opening for two Senior Complaints Investigation Officer to join our homes Plus team on a permanent basis.

    This role requires formal investigation of situations where customers tell us that they are concerned and dissatisfied about the services they have received. The role explores experiences and looks to address the issues identified, seeking positive outcomes and learning, to inform service improvements.

    About us

    As one of the largest providers of affordable homes and care in the area, employing almost 1,000 people, Housing Plus Group offers rewarding roles with excellent training and career development pathways delivering services that customers can trust across Staffordshire and Shropshire. Housing Plus Group companies include Care Plus, Property Plus and Severn Homes.

    Housing Plus Group values the diversity of its communities and aims to have a workforce that is representative of this. We create inclusive environments for our people and customers where we can be our true authentic selves. We welcome applications from all sections of our community.

    Join our team at Housing Plus Group, where we value your time as much as your talent. We offer flexible working options such as hybrid working and adaptable schedules, to enable you to develop your career while maintaining a great work-life balance.

    If you want to be part of an organisation that’s determined to make a positive difference to homes, lives and communities, if you want to be proud of what you do, if you are looking for job security and a great career, join Housing Plus Group.

    Closing date: 11 March 2024 – interviews may take place throughout the advert

      • We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
      • We may close this vacancy early if we receive a high volume of applications. Don’t delay – apply today to avoid disappointment.
      • If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.

    We are seeking someone who:

      • Holds A level or equivalent qualification in related field
      • Has knowledge and experience of resolving/investigating complaints or complex customer service queries
      • Has demonstrable experience in successfully managing a wide range of complaints, using recognised, formal processes, for a diverse customer base
      • Can work collaboratively with our customers and in-house teams, to build positive relationships, effective working arrangements and ensuring the delivery of high-quality customer service
      • Has strong communication skills and has the experience of communicating with both internal and external stakeholders
      • Can analyse and interpret customer experience into learnings, to feed our continuous improvement model
      • Has experience of working within the housing management systems to raise, monitor and manage work orders and repairs to housing stock
      • Is competent in Microsoft Office, including Word, Excel, PowerPoint, MS Project
      • Is a team player with excellent organisational skills and the ability to work through processes in an accurate and timely manner

  • Benefits

    As well as access to a company vehicle and hybrid working options, we can offer a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We can also 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.