Complex Case Coordinator

We have a brand new, exciting opportunity to join our Customer Experience Team as a Complex Case Coordinator! You will take the lead on the complex complaint cases, including supporting with the evidence provided for HOS escalations. This role will also take the lead across operational teams where a resident has issues that varies across multiple teams and needs support.

We own and manage c.7,500 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes.

We’ve also concluded a review of how we work in the future, with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.

Outline of Key Responsibilities...

• Oversee the complaints officers in the delivery of complaint handling with a focus on critical case prevention. Working in line with the HOS guidance and being the point of escalation, taking ownership of complaint critical cases
• Act as the primary point of contact for residents where they are experience multiple service issues or support needs which is impacting their tenancy or our relationship with them
• You will support and be the main point of contact where complaints, concerns, and queries are raised that overlap more than one team, you will do this in a professional and empathetic manner, ensuring resolution or escalation where necessary
• Provide timely updates to residents on their issues and coordinate responses from across multiple teams in line with the HOS guidance when part of the formal complaints process
• Provide feedback to our teams on common concerns, working with the customer insight and resident voice teams to ensure we learn and implement change from our residents feedback and interactions

We are looking for someone who has...

• Understanding and knowledge of managing complex complaint cases, complaint handling and de-escalation skills.
• Empathetic and supportive to vulnerable residents working in a person-centered manner.
• Resilient and measured when working with residents who are of high support need.
• Able to liaise with partner agencies such as social care and healthcare to obtain best outcomes for our residents.
• A driving licence and access to your own vehicle

In return, we are offering...

• An annual salary of £39,532.00
• We are committed to providing a healthy work-life balance for employees and their families, as such we operate full hybrid working conditions from home and our office in Bury St Edmunds
• Flexible working around a 37 hour week
• Annual Leave - 28 days per year, (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year
• Pension – between 7% - 12% dependant on individual contribution
• Life assurance - a payment of X3 your salary.
• Annual Flu Jab - provided each winter to all employees.
• Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points
• Competitive medical cashback plan

"At Havebury we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.