Complaints Assistant

Do you thrive in a fast-paced environment and enjoy supporting teams to deliver excellent customer outcomes? Join us and play a key role in ensuring every customer complaint is handled efficiently, fairly, and with care., As a Complaints Assistant, you'll provide vital business support to our Customer Resolution team, helping to ensure complaints are managed efficiently and resolved as quickly as possible.

You'll play a key role in managing enquiries, maintaining accurate records, and supporting the progress of complaint cases-ensuring we deliver a high-quality, customer-focused service within strict timescales., Managing incoming enquiries and responding to customer queries in a helpful and professional way
Monitoring and triaging the shared complaints inbox, allocating enquiries appropriately
Logging and maintaining accurate complaint records across systems
Supporting the production of reports and tracking the progress of live cases
Preparing and formatting complaint correspondence and documentation
Compiling information and evidence for Housing Ombudsman requests and reviews
Working closely with colleagues across teams to ensure a seamless service for customers
Ensuring all actions are completed within required timescales and in line with policy

You'll be organised, proactive, and committed to delivering excellent service, with the ability to manage multiple priorities in a busy and deadline-driven environment.

Essential:

Experience in a customer service or administrative role
Strong organisational skills with the ability to prioritise workload and meet deadlines
Excellent IT skills and confidence using systems and Microsoft Office
Strong communication skills, both written and verbal
Ability to remain calm and professional in a fast-paced, high-pressure environment
Ability to work collaboratively as part of a team

Desirable:

Experience working in a regulated environment
Knowledge of complaints processes or the Housing Ombudsman Complaint Handling Code
Understanding of housing services

You'll also demonstrate a proactive, solution-focused approach, with a strong commitment to customer service and continuous improvement, If you're looking to build your experience within customer service and complaints handling while making a real difference to our customers, we'd love to hear from you.

Plus Dane provides homes and services to over 30,000 people across Merseyside and Cheshire. Our aim is to tackle social inequality by enabling individuals and communities to thrive and our customer team is at the heart of what we do.

Working with our customers really does change people's lives and if you want to make a difference Plus Dane is the place to be!

We live by our values of working together, achieving for our customers, taking ownership, and having the opportunity to learn and grow.

This is a permanent role working 35 hours per week. The role can be based at either our Liverpool or Congleton office, with a requirement to be office-based for a minimum of two days per week.

You'll be generously rewarded with a competitive salary and a great benefits package, including 35 days' annual leave, plus bank holidays. This includes a 3-day Christmas closedown between Christmas and New Year and you have the option to buy up to 5 extra days annually.

You'll also benefit from a company pension scheme where we contribute 10%, and colleagues can contribute anything from 3% upwards. We're committed to our people's wellbeing supported by an excellent management team, wellbeing champions, and mental health first aiders.