Complaints Officer

Job Title: Complaints Handler
Locations: Lewisham SE13, hybrid working once trained
Contract Type: 6 months temp
Work Pattern: Monday–Friday 35 hours per week
Start Date: ASAP
Job role –
The Complaints role is pivotal to the success of delivering a first–class customer experience. This role is central to the seamless management and delivery of the overall complaints & Insight function. As brand ambassador for the team you will work with our customers, internal and external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement. As Complaints Officer you will:
The responsibility for the Repairs Service complaints performance ensuring we meet KPI's.To provide and promote a professional and good quality service to both internal andexternal customers.
To deal with all Repair Service focused complaints in a professional manner, following themup on completion to ensure customer satisfaction and prevent escalation and negotiating
and managing resolutions.
To ensure all complaint responses to Informal, stage 1, 2 and 3 complaints, GeneralEnquiries, MP, Mayoral, Councillor, Premature Ombudsman, Ombudsman, Freedom of
Information and Chief Executive Enquiries are provided to the customer within required
timescales.
To allocate all Repairs Service related complaints, enquiries and comments. Reviewbackground, complaints history and systems to ensure allocation to Investigating Officer
(IO). Following up where necessary and reporting direct to management/senior
management as and when issues arise.
Candidate profile –
Experience of working within a complaint's resolution environmentA wealth of experience about how to delight customers and manage expectations.A understanding of social housing sector.A 'can–do' attitude and solutions–driven, innovative approach that has successfully modernised services.A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.Be confident with strong communication skills, and excellent written skillsAn understanding of how to manage difficult conversations face to face and by telephoneExperience of carrying out research and presenting written arguments in a concise but compelling way.
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 Ryan at Service Care Solutions on (phone number removed) or send an E–Mail to (url removed)