Hammersmith & Fulham - £25 to 30k dependent on experience
Hours: 37.5 hours per week
Role overview and purpose:
Pinnacle Group are seeking a Complaints Handler with strong complaint handling experience who will be responsible for delivering effective complaints, enquiries and compliment management service in line with contractual requirements. You will respond to complaints within Better Letter Standard, Freedom of Information Requests, Subject Access Request so experience in this field is essential.
With your experience in complaints, you will be able to take ownership of all complaints, Councilor/ MP enquiries across the department, working together with managers, staff, contractors, stakeholders and our major client to resolve problems in a pragmatic and customer resolution way.
If you are able to listen carefully to both sides of a dispute, ask appropriate and insightful questions and use sound judgement to assist in the resolution of complaints, this role is for you.
Our ideal candidate will have:
·Experience of resolving complaints and disputes and being the decision-maker on those resolutions within preferably within a Housing environment
·The ability to mediate and build rapport through phone conversations, using discretion and working without high levels of instruction
·Exceptional communication skills and the ability to communicate verbally and in writing through formal responses, report and presentations.
·Well-developed listening skills, ensuring people feel heard fairly even when decisions go against them
·Experience of handling difficult customers and remaining composed under pressure
·A problem-solving attitude and excellent attention to detail
·Experience of managing conflict deadlines and excellent time-management skills
·Knowledge of Freedom of Information and Subject Access Requests
Pinnacle Recruitment (Services) strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.
We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.