Complaints Lead
Walton-On-Thames
Temporary on going
Office based - Mon to Fri
£17 to £19.50 per hour
Social Housing Experience Needed
Daniel Owen are proud to be representing a well-known company based in the Surrey, Walton-On-Thames area who are looking for a highly skilled Complaints Leadto join their team.
Purpose of the Job - Complaints Lead
* Act as the primary contact for residents raising complaints or service concerns, ensuring a professional and empathetic approach at all times.
* Manage and resolve customer complaints promptly, maintaining clear and compassionate communication throughout the process.
* Monitor and improve customer satisfaction by identifying service gaps and implementing feedback-driven improvements.
* Maintain accurate records of all customer interactions, complaints, and resolutions using internal systems.
* Liaise with internal teams, contractors, and clients to investigate and resolve issues effectively, fostering positive working relationships.
* Coordinate and plan follow-ups, ensuring residents are kept informed of progress and outcomes.
* Identify recurring issues and contribute to service improvement initiatives that enhance both customer experience and operational efficiency.
* Prepare reports and summaries of complaint trends and customer satisfaction metrics for management review.
* Promote and deliver social value initiatives that benefit the community and align with client expectations.
* Support the development of a positive relationship with the client through consistent service quality, transparency, and collaboration.
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