About the role
We are looking for a proactive and detail-oriented individual to support the Maintenance Service in managing complaints, Members’ Enquiries, insurance claims, and legal disrepair cases. This role is crucial in ensuring high service standards, meeting performance targets, and driving continuous improvement in customer service. You will play a key role in investigating issues, liaising with internal and external stakeholders, and ensuring timely resolutions. If you are passionate about delivering excellent customer care and improving service processes, this is an excellent opportunity to make a difference.
Essential Criteria
The ideal candidate will have:
* Customer Service Experience: Strong understanding of customer care standards and commitment to high-quality service delivery.
* Investigative & Analytical Skills: Ability to analyse data, conduct research, and provide reports on complaints and service issues.
* Organisational Abilities: Experience in prioritising tasks, managing workflow processes, and ensuring deadlines are met.
* Strong Communication: Excellent verbal and written communication skills to draft responses, liaise with stakeholders, and provide reports.
* Teamwork & Independence: Ability to work collaboratively within a team while taking initiative in problem-solving and service improvement.
* Technical Competence: Proficiency in Microsoft Office and database systems to track complaints, schedule inspections, and monitor service progress.
* Attention to Detail: Ensuring accuracy in reports, documentation, and compliance with service level agreements (SLAs).
* Commitment to Continuous Improvement: A proactive approach to identifying service enhancements and supporting change initiatives.
This is an exciting opportunity to contribute to service excellence while developing your career in a dynamic and supportive environment.
About us
We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development.
Here’s a comprehensive overview of the fantastic benefits we provide:
* Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
* 36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff.
* Generous Holiday Entitlement – increasing with length of service (for non-casual roles).
* Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
* Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
* Cycle to Work – Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
* Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
* Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
* Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
* Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
Equity, Diversity and Inclusion Statement
At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.
The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.
Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.
Recruitment Information
Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a ‘per application’ basis.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.
Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject tothe following pre-employment screening:
* Basic/ Standard/ Enhanced DBS Check
* Qualifications Check
* Professional Registration Check
* 3/ 5 years of Referencing
Please note:Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.
It may be necessary due to a high volume of applications to close this role early. We therefore recommend you apply as soon as possible to avoid disappointment.
#J-18808-Ljbffr