Complaints / Resolution Officer (Housing)
Responsible for handling customer complaints, member and MP enquiries, and statutory enquiries.
Location: South East London
Hybrid working: 2 days in the office / 3 days from home
Temporary role with potential to become permanent
* Dealing with stage 1 complaints
Leading social housing organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance, ensuring smooth day-to-day repairs service to residents and front-line staff. Responsibilities include answering calls, supporting management with reports and KPIs, and handling queries from front-line staff to ensure proper routing within the team.
We seek individuals who can support operational tasks and bring innovative ideas to improve services in a citizen-focused, transparent manner. The role involves ensuring the council meets its obligations in handling statutory and non-statutory complaints, facilitating issue resolution, and promoting shared learning for service improvements.
Key skills:
* Handling large case loads
* Liaising with solicitors and contractors
* Maintaining accuracy and completeness in work, staying calm under pressure, making informed decisions
* Excellent complaint handling and communication skills, with a focus on improving customer service
* Commitment to personal learning and development
* Proficiency in Microsoft Word and Excel
* Strong verbal and written communication skills
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