Customer Complaints Advisor
Fixed Term Contract – 1yr
£24,000 per annum
Based in Slough
Our client, a large building maintenance company who look after a social housing contract, are looking for somebody to join their busy team as a Customer Complaints Advisor.
Your main responsibilities will be as follows:
* Liaising with tenants
* Logging all incoming customer complaints via the complaint’s inbox, as well as updating and maintaining the complaints spreadsheet
* Sending updated complaints log to colleagues such as Managers and Supervisors, also to clients
* Ensuring you are working towards timeframes
* Formatting response letters to tenants regarding complaints
* Updating in-house system to inform Planners and Operatives of the outstanding jobs, informing which jobs are complaints
* Looking into repair history of tenant’s homes via the in-house system, to ensure the relevant jobs and recalls are being seen to
* Allocating the jobs/recalls to relevant operatives
* Liaising with Quality Inspector’s, arranging when they should visit tenants’ homes and finding out what the required work is after visits
* Following up checks on jobs/recalls in progress
* Uploading reports and pictures regarding jobs onto the shared server
* Raising concerns with relevant Managers and Supervisors regarding repeat issues/complaints
* Making sure post inspections are in place following completion of jobs/recalls
* Answering any client questions/queries
* Working closely with planner/scheduler, operational and admin teams
* Attending team meeting
* Making sure Managers are aware of any problems or delays in advance
* Work toward H&S regulations
Requirements:
* To be efficient in both written and verbal communication
* You must be flexible – be able to cover last minute shifts
* Have a responsive repairs background
* Complaints coordination background
* Have IT Skills (especially Excel spreadsheets)
* Be able to prioritise tasks/duties
Social housing experience is advantageous.
Please apply with your most up-to-date CV.
Reference contacts will be required upon application.
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