Complaints Officer

Location: Stratford
Salary: 28,000
Benefits: 22 days annual leave (increasing with service), pension, Perkbox rewards, and volunteering days

The Role:
We're looking for a proactive and dedicated Complaints Officer to join a leading property maintenance provider in Stratford. In this pivotal role, you'll act as the main point of contact for residents and clients, ensuring dissatisfaction and complaints are handled professionally, efficiently, and in alignment with our policies, client standards, and Ombudsman guidelines.

Key Responsibilities:

• Address dissatisfaction proactively, preventing escalation wherever possible.
• Investigate, register, and resolve complaints efficiently, keeping accurate records.
• Conduct home visits to meet residents, address concerns, and ensure satisfactory resolutions.
• Arrange compensations or goodwill gestures where necessary.
• Produce regular reports to highlight trends, root causes, and opportunities for improvement.

• Analyse complaint data to pinpoint areas for service enhancement.
• Support and deliver training initiatives to improve handling of complaints and service consistency.

• Attend resident meetings and provide clear updates and resolutions.
• Work closely with housing officers to address resident vulnerabilities effectively.

• Comply with Health and Safety policies.
• Conduct customer care presentations and assist in ad hoc tasks.

• Proven track record in managing complaints and customer service roles.
• Prior experience with local authorities or housing providers is a plus.
• Excellent written and verbal communication skills.
• Exceptional customer service focus, with the ability to build trust and rapport.
• Strong organizational and problem-solving capabilities.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.