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 Lead to 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