Complaints Handler / Officer - Repairs and Maintenance in Social Housing
Based in Kingston upon Thames
Full time, permanent
£32,000 - £34,000 oer annum
We are currently recruiting for a leading repairs and maintenance contractor who is looking for a Complaints Officer to join their team in Kingston upon Thames. In this role, you will be responsible for handling Stage 1 and Stage 2 complaints within the Repairs and Maintenance service.
If you want to know about the requirements for this role, read on for all the relevant information.
Duties and Responsibilities
* Respond to customer care issues and expressions of dissatisfaction.
* Create action plans to ensure complaints are resolved effectively.
* Proactively respond to concerns at the earliest stage to prevent escalation where possible.
* Investigate and register all complaints, reporting in accordance with company and client procedures.
* Ensure all MP and Councillor enquiries and complaints are investigated and resolved efficiently within agreed targets, keeping residents and clients informed of outcomes.
* Maintain the company's complaints log and analyse data to identify trends, lessons learned, and opportunities to improve services.
* Arrange appointments for any follow-up works required and ensure these are completed to the resident's satisfaction.
* Arrange compensation or goodwill gestures where appropriate, subject to approval by the Customer Service Manager / Divisional Manager.
* Respond to expressions of dissatisfaction received via the text message service within agreed timescales and ensure issues are addressed.
* Ensure resident telephone surveys are conducted and recorded, taking appropriate action based on feedback.
* Produce a monthly report outlining survey findings and actions taken to address any issues identified.
Key Experience
* Previous experience working in a customer service environment is essential.
* Experience working with Local Authorities or Registered Housing Providers is desirable.
* Proven ability to work in a busy environment and meet challenging deadlines.
* Knowledge of Reactive Maintenance Services is desirable. xsngvjr
You will be working for a modern, forward-thinking organisation that believes the strengths, skills, and personalities of its people are key to the group's success.
Please apply online now.