Incommunities

Customer Support

• Provide support in recording, investigating, resolving, and responding to complaints, ensuring efficiency and regulatory compliance
• Work closely with internal colleagues to manage complaints activity and provide advice, assistance and guidance to complaint handlers
• Understand drivers of complaints to reduce complaints and enhance the customer experience
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and keep up to date with regulatory changes
• Manage, administer, and record accurate data relating to customer experience, compliments, and complaints
• Capture customer feedback and ensure customers are responded to within SLAs and kept updated
• Identify root causes of complaints and provide insight to improve processes and support continuous improvement
• Embed a positive complaint handling culture

Customer Experience Complaints Assistant