Complaints Officer
This is a permanent, full-time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Regulated by the Regulator for Social Housing, we provide homes for over 40,000 customers and we seek to provide housing, repairs, development and customer services of the highest quality. We encourage our customers to give us their feedback and to engage with us through a range of panels and engagement opportunities that help us to improve our service offering.
It’s an exciting time for us, we want to engage more customers, use their feedback well, set new standards and improve the quality and effectiveness of our complaint responses.
Where services fall short of customer expectations, we want to know so we can put things right and so we can learn and improve.
A new central complaints team was formed in October 2023 and helps us in this aim. We are seeking a Complaints Officer to coordinate responses from different service teams, to liaise with and respond to customers within stated service timescales.
This is an important role in which you will:
- Liaise closely with customers to clarify the nature of their complaint and keep them informed of progress.
- Thoroughly investigate service responses, review and keep records updated, and liaise with staff at all levels.
- Ensure the effective resolution of complaints.
To be successful in this role you will:
- Have proven ability to analyse and interpret information to inform your decision making.
- Have proven negotiation, communication and written skills.
- Have experience of dealing empathetically and tactfully with challenging situations.
PLEASE NOTE:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed;
- Right to work verification
- Qualification certificate check
- 2x Completed references
- OH Health Questionnaire – Fit For Work
- DBS check (if required for role)
- Completion of all new starter documentation including signed T&C’s
Happy to Talk Flexible Working
The Company
We employ more than 1,500 people in a wide variety of jobs across Liverpool City Region and in the wider North West. We don’t just build homes. Our mission is to create stronger communities so people can thrive. If you‘re passionate about people and want to make a difference, there are many opportunities to join us.
Torus is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. The Torus “A place where everyone belongs” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with Torus’ Values. We appreciate the strength we gain from having and supporting our diverse teams. Diversity contributes to our inclusive culture and allows us to be truly representative of the communities we work in.
Torus is the North West’s largest affordable housing provider and one of its biggest and fastest-growing developers and commercial contractors. We’re all about creating sustainable, stable and thriving communities – and making positive changes happen. So if you think you can make a difference and give something back to our communities, Torus is a place for you.
We are over 1,500 diverse and talented people sharing the same inspiring goal: to create a better society through providing homes people love to live in and in communities they want to be part of.
We are true professionals, who thrive in this fast-moving, challenging and rewarding environment because we know that the stronger our organisation is, the better we can benefit our customers and colleagues alike.
Every single one of our colleagues has unique qualities that we truly value. We embrace diversity and inclusion and invest in our people. We share a culture where our people focus on solutions, work together to achieve great results and take pride in what we do for each other and for our customers and the communities we live and work in.
We believe our people deserve the opportunity to explore their potential. That’s why we encourage and support everyone at Torus to be the best they can be. We are Torus. We are building the future.
We Own it – Our people focus on solutions. We take individual and collective responsibility for our actions.
We Care – Our people are supportive. We take pride in what we do for each other and for our customers.
We Deliver – Our people are committed. We work together as one team to achieve great results.
We are Torus!
Working at Torus
Our Benefits
Generous Annual Leave up to 30 days Annual Leave, Plus Bank Holidays
Enhanced Maternity / Paternity & Adoption Pay
Aviva
Pension
Life
Assurance
Health & Wellbeing Support
Happy to Talk Flexible / Agile Working
Internal Reward and Recognition
Financial Wellbeing
Car Lease Scheme
Cycle to Work Scheme
Professional Study / Development Opportunities
Social
Events
Contact Us
For any further information in relation to this vacancy or any other vacancies advertised with the Torus Group please contact us using the following email address - working@torus.co.uk.
Documents
Alternatively, please sign in with...
Published
Not PublishedClosing
in X days