Complaints Resolution Administrator
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
Permanent
Full time (37 hours per week)
We have an exciting opportunity available for a Complaints Resolution Administrator to join our Complaints Resolution Team, which is part of the Service Improvement Team, at bpha to provide a positive, professional and customer focused complaints and feedback service to customers, ensuring an empathetic approach from the first point of contact.
What you will be doing:
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Supporting the Complaints Resolution team to manage the complaints process, ensuring that appropriate policy and procedures are followed, compliments and complaints are managed in accordance with both internal and external procedures and that good quality and timely responses are delivered to customers.
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Collating performance information, insights and understanding into the causes for customer feedback and areas improvement based on learning
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Working closely with the Complaints Resolution Officers to support them to ensure delivery of service improvements as a result of customer feedback.
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Liaising directly with customers, colleagues and with the Housing Ombudsman Service.
We’d love to meet someone with:
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Good listening skills
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Excellent interpersonal skills and the ability to communicate clearly both verbally and in writing.
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An empathic approach to dealing with customers
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Excellent planning and organisational skills
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Great communication skills, both written and verbal
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A sound working knowledge of Microsoft office package including Word, Outlook, PowerPoint, Excel and Teams
Amongst what we offer you is:
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A competitive salary
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28 days holiday PLUS Bank Holidays
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A generous contributory pension scheme
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Private health care
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Free life assurance
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Access to an extensive suite of wellbeing services and tools including a digital gym
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Opportunities for learning and development
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Discounted gym membership
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Retail discount scheme
Please note the successful candidate will be required to complete a basic DBS application and this will need to be returned and verified by bpha before a start date can be provided.
Closing date: 11th June 2025
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.
INDHIGH
About us
bpha is a Housing Association located in the Oxford to Cambridge arc, which is committed to providing its customers with high quality, value for money services whilst continuing to develop energy efficient, sustainable and affordable housing.
We are a leading provider and developer of affordable homes – for rent, sheltered, residential care and shared ownership.
We work together with communities – to improve opportunities, independence and quality of life for our residents, and to benefit the wider community. We bring people together, and run and support a wide range of community activities.
All the money we make is used to invest in existing homes, to enable us to build new homes, and to deliver new and improved services.
We own or manage over 19,500 homes and over 500 staff.
Our vision and values
To build communities where people can live happily in a home they can afford.
Our values underpin the work that we do and are ingrained in our culture at bpha. We are looking for people who can share these values and translate them into day-to-day practices for the benefit of our communities, customers and fellow colleagues. So that we can realise our vision, together.
We are ambitious
We are better together
We show empathy
We take responsibility
Benefits
We believe that benefits should be more than just perks. For us, they aren’t simply little extras added on at the end, they’re fundamental parts of what we stand for, from the very beginning. As standard.
That’s why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy and inspired, every day.
- Holiday entitlement of 28-33 days a year, plus public holidays
- Contributory pension scheme
- Competitive pay
- Life assurance cover
- Private healthcare
- Mental Health First Aid
- Counselling service
- Eye tests
- Discounted gym membership
- Cycle to Work scheme
- Free annual flu jabs
- Wellbeing activities and events
- Free fruit and refreshments
- Long service award
- Annual staff recognition awards
- Discretionary reward scheme
- Annual volunteering day
- Social events, clubs and activities
- Breakout areas
- Onsite cafe/restaurant at headquarters
- Opportunities for professional training and qualifications
- Workshops and training sessions for new skills
- A fresh and modern eLearning platform
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