What does your role involve?
My main responsibility as a customer complaints specialist is to support case managers and supervisors to deal with complaints in the customer’s best interest. We are extremely customer focused, and we want to make sure that we do everything with the customer’s best interest at heart. Dealing with complaints can be extremely stressful, and I am here to support and manage that process, ensuring it is within the housing ombudsman guidelines, and that the customer is happy their complaint was dealt with fairly.
How long have you been at Selwood Housing?
I’ve worked at Selwood Housing since December 2022. My sister-in-law works here, and I know a couple of other people who work here, and they've always highlighted how nice a place it is to work. Since I started, I've really felt welcomed and supported. And I never want to leave.
What does a typical day at work look like?
No two days are the same. Sometimes I'll be out on site, other times, I'll be in the office with case managers, collecting paperwork and information. Other times I'll be working from home, trying to sort out everything that has gone on from the day before.
What do you enjoy most about your job?
I really enjoy the variety of work I do. I get to work with so many different people across the organisation on all different levels, so that keeps it interesting and exciting.
One of the most important parts of my role is making a difference to our customers. When you get that email or letter saying, ‘thank you, I really appreciate everything you’ve done for me’, or, ‘you’ve made a massive difference to my life’, that sort of thing is one of the biggest reasons why I do it, because you know that you’re making a really positive impact on the customer’s life.
How have you managed to progress your career at Selwood?
I don’t think I would have got as far as I have done in 18 months without Selwood Housing’s culture. It is like a big family, they’re so supportive. You know they’re going to be there to help pick up the pieces if it doesn’t go your way, but they’re also there to nudge you in the right direction and push you to take those chances.
I think the natural progression for me was to go for the role of customer complaints specialist when it came up, and here I am 18 months since joining, happy as anything, supporting customers through that complaints process.
What advice would you give anyone thinking of joining Selwood?
The best piece of advice I have for anyone within Selwood who is looking to progress their career is to just go for it. No matter whether you get it or not, you’re going to have a mountain of people behind you to support you. Just do it.
