Company Description

The UK is facing a housing crisis, and not everyone has the means to enjoy the security and stability of owning their own home. Our aim at Legal & General Affordable Homes is to transform the affordable housing sector. With a fast-growing pipeline of over 80,000 homes, we’re committed to investing in housing for all ages, social groups and tenures. We’re collaborating with developers, housing associations and public sector bodies across the country to drive investment into the UK’s affordable housing and social housing sector. Focusing primarily on the affordable rent, shared ownership and rent-to-buy markets, we’re striving to be the UK’s leading private affordable housing provider, known for excellent service and quality homes. We want to have a positive economic and social impact on the regions and communities in which we work.

Legal & General Affordable Homes is a subsidiary of Legal & General Capital, which focuses on growth opportunities and scale ups, and invests its long-term capital in sectors in need of investment and innovation.

Job Description

Legal and General Affordable Homes is looking for a Senior Customer Complaints and escalations officer to join our case management team to provide a high-quality service to our customers who have raised concerns or complaints about our services or issues within their homes.

What you'll be doing

• Deputise for the team manager and lead on project related work and service improvement.
• Be the point of contact for customers who wish to raise a concern or complaint about our services, providing them with clear support and guidance as needed.
• Conduct thorough investigations, gather and analyse evidence, interview or collaborate with parties involved, and produce clear and concise action plans for resolution.
• Communicate effectively with customers and stakeholders, keeping them informed of the progress and outcome of their complaints, and offering appropriate apologies and remedies.
• Work collaboratively with other teams and departments to share learning from complaints, implement action plans, and improve customer satisfaction.
• Be proactive in the development and implementation of policies, procedures and performance to improve customer satisfaction.

Qualifications

• Proven experience in complaint handling/dispute resolution or a similar role in a customer service environment.
• Considerable knowledge and experience of managing complaints and working with customers to provide a supportive and fair service, that leads to the resolution of cases and complaints.
• Excellent communication, interpersonal, and negotiation skills, with the ability to deal with difficult or emotional situations in a professional and empathetic manner.
• Strong analytical, problem-solving, and decision-making skills, with the ability to handle complex and contentious cases with accuracy and attention to detail.
• Ability to work independently and as part of a team, managing multiple tasks and deadlines in a fast-paced environment.
• Proficient at record keeping, in using Microsoft Office applications and case management systems.
• Have an understanding of new build properties and some related issues that may arise as a result such as defects.
• Desirable project management qualifications

Additional Information

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.