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MMP Consultancy are looking to recruit Complaint Officers to join a great organisation based in Essex on a temporary basis.
Job Purpose:
- To manage a case load of resident complaints relating to a variety of different housing issues that may arise. Liaise with complainants, contractors and different business streams to deliver effective, customer focussed outcomes to complaints.
- To deliver the complaint handling targets of responding to the complaint and ensuring that we are compliant with our Complaints policy and the Housing Ombudsman Complaint Handling Code.
- To deliver the stage one complaints service as set out in the policy and procedures and complaint handling code for complaint handling.
- To participate actively in the Complaint Team, taking responsibility for ensuring the delivery of service and identify areas for service improvement
- Working collaboratively with all colleagues and our contract counterparts to ensure effective customer focussed outcomes.
- Providing accurate and timely responses to complaints following comprehensive investigations
- To ensure that all complaint record keeping is accurate and updated regularly.
- To ensure that all KPI and Service Levels Agreements are met.
- Providing excellent and timely communication to our customers at all times
