Complaints Officer

Complaints Advisor - Repairs and Maintenance in Social Housing
Teddington
16.50 per hour - Ongoing temporary post

We are recruiting for a Housing Association, who are currently looking for a Complaints Officer to join their Repairs and Maintenance team in Teddington, this role will be handling Stage 2 complaints.

Duties:

• Customer Care and Dis-satisfaction response
• Creating plans of actions for complaints to come to a resoultion
• Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
• Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes
• Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve our service
• Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
• Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager
• Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed
• Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.

Key Experience

• Experience of working within a customer services environment is essential
• Previous experience of working with Local Authorities or Registered Housing Providers is desirable
• Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential
• Knowledge of Reactive Maintenance Services is desirable

Salary & benefits:

You will be working for a modern, forward thinking business; that believes the strengths, skills and personalities of their people are the key to the groups success. This is a ongoing temporary, full time role for which you will receive a salary of 16.50 per hour, working hours are 8am - 5pm.