Repairs Complaints / Compliance Officer Role to start ASAP
SE London
On-going contract position - 3 days on site and 2 days working from home
Between £24-27ph PAYE
Leading Social Housing Organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day-to-day repairs service to residents and front-line staff. The role will include answering the phone, supporting management in compiling reports and monitoring KPIs, and dealing with day-to-day queries from front-line staff, ensuring they are routed appropriately within the team.
Responsibilities:
* Managing a caseload of complaints received from our Residents and Service Users via email, telephone, and our online resident portal.
* Consult with and develop an engagement process with all relevant colleagues within the Property Services Division. Collate information and prepare a stage 1 complaint response.
* Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
* Support and lead on the activities required as set out in the Building Compliance Framework for the properties Certitude owns or leases.
* Support the Housing Team and operational managers in overseeing the repair performance of Certitude partner landlord's maintenance contractors, ensuring that non-performance issues are escalated to senior housing managers where appropriate.
* Attend ad hoc building inspections when required and ensure that repair audit findings are resolved in a timely manner for the properties owned by Certitude and those where Certitude does not provide tenancy management.
Key Skills:
* Liaising with Solicitors/Contractors.
* Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.
* Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.
* Take responsibility for your own learning and development.
* Excellent PC skills including Microsoft Word and Excel.
* Excellent verbal and writing skills.
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