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Job Title: Complaints Officer (Housing)
Location: Hounslow TW3 3EB - Hybrid working (1 day a week in office)
Hourly rate 22.08 PAYE / 28.73 Umbrella Per Hour
Contract Length: 6 month assignment (possibility of extension)
Working Pattern: Full Time, Monday - Friday, 36 hours
ASAP Start
Key aspects:
- Ensure all service complaints are dealt with in a professional manner, within set timescales ensuring strict compliance with the Councils Complaints Procedure.
- To be clear, helpful and manage expectations in any telephone conversations and written communication with complainants.
- Keep excellent records of interactions with customers and any other relevant information received and ensure appropriate actions are taken, updating colleagues, casework and computer records as required to enable regular monitoring of the service.
- To take ownership of the liaison of composite housing complaints and composite housing Ombudsman cases to ensure a quality and timely response and resolution. To liaise with Senior Managers, Heads of Service, housing service areas as part of remedial activities to remedy areas of failure.
Key experience:
- Will have experience of managing and responding to complaints - ideally with or within a social housing provider but not compulsory.
- You will have excellent communication skills and be used to dealing with enquires from both internal and external customers across multiple channels. Resolving enquiries in a way that positively promotes the council and its services.
- You are organised and analytical, able to take complex information, interpret and present it to colleagues and managers.
- You are self-motivated and able to manage your own time effectively working to your own and others deadlines.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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