Job title: Complaints and Correspondence Officer
Location of the job: Lewisham SE6 (3 days office 2 work from home)
Contract type: 3 Months (potentially ongoing)
Weekly hours: Full time
Working hours and breaks: Monday-Friday 9 until 5
Start date: 24/06/2024
Our client are looking for a candidate to provide support to repairs services, complaint respondents and ensure complaint responses are within the statutory timescales.
To negate and prevent the escalation of the complaint through a high level of empathy and a resident focus.
Duties -

• The responsibility for the Repairs Service complaints performance ensuring we meet our KPI's.


• To provide and promote a professional and good quality service to both internal and external customers.


• To deal with all Repair Service focused complaints in a professional manner, following them up on completion to ensure customer satisfaction and prevent escalation and negotiating and managing resolutions.


• To ensure all complaint responses to Informal, stage 1, General Enquiries, MP, Mayoral, Councilor, Freedom of Information and Chief Executive Enquiries are provided to the customer within required timescales.


• To be the lead officer responsible for complaints allocated to you, being the main point of contact for internal and external stakeholders throughout the complaint process.


• To manage multifaceted complaints and enquiries.
  Liaising cross departmentally, ensuring a high standard of quality on coordinated responses.
  Challenging and seeking information as necessary.


• To provide support, training and guidance to repairs staff on iCase, customer enquiries, complaints policies and procedures, feeding back at regular meetings with service managers.


• To provide key learning outcomes from resolved complaints, focusing on positive ways of improving the service to prevent further escalation or future complaints.

Essential criteria:

• Interpersonal Customer Service Skills.


• Strong level of literacy and IT literacy.


• Experience and Knowledge of repairs within housing services.


• Diversity and Equality awareness, and a commitment to Equality of Access and Opportunity in a diverse community.
  Understanding of how equality and diversity relates to this post.


• General understanding of Complaints procedures.

Desirable criteria:

• Experience of dealing with complaints within housing service.


• Outgoing demeanour with resident and staff engagement.


• Experience within repairs sector ideally within the public sector.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Adam at Service Care Solutions on 01772 208 966 or send an E-Mail to Adam.Pearce@servicecare.org.uk