Resident Liaison Officer - Social Housing Repairs & Maintenance
Office based in Stratford - no travelling!
Full time, permanent
up to £31,000 per annum
Howells Solutions are working with a leading Social Housing repairs & maintenance contractor to recruit a full time, permanent Resident Liaison Officer / Complaints Handler to join their team based in Stratford, London.
Duties:
Customer Care and Dis-satisfaction response.
Proactively responding to expressions of dis-satisfaction at the initial stage, preventing escalation wherever possible.
Investigate, register and report all complaints in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes.
Building relationships and rapport with tenants and the client, keeping them informed at all times via phone, email and letter.
Writing written response to complaints.
Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve service.
Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction.
Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager.
Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed.
Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.
Key Experience
Experience working in a resident liaison / complaints handling role.
Previous experience of working with Local Authorities or Registered Housing Providers is essential.
Confident compiling written response to complaints via email and letter.
Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential.
If you're interested in this role, please apply online or call 01474 850707 for more information!
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