Complaints Officer (Housing)

Repairs Complaints / Resolutions Officer Role to start ASAP

Kent/ London

Permanent Role

£31-34k per annum (35 hour week)

Leading Social Housing Organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day to day repairs service to residents and front-line staff. The role will include answering the phone, supporting management in compiling reports and monitoring KPIs and dealing with day to day queries from front line staff, ensuring they are routed appropriately within the team.

• Managing a caseload of complaints received from our Residents and Service Users received via the following platforms: email, telephone, and our online resident portal.
• Assess, analyse, and investigate each complaint. Adhere to our internal Stage 1 complaints processes and deadlines using Housing Ombudsman Guidance.
• Consult with and develop engagement process with all relevant colleagues within the Property Services Division. Collate information and prepare a stage 1 complaint response.
• Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
• Capture the lessons learnt from the Complaints process sharing this data with each the Area Managers.
• Monitor and where applicable manage the aftercare following the customers concerns post complaint response, ensuring relevant works are booked for resolution. This will involve consulting with technical staff, surveyors, and contractors.
• Ensure accurate records are regularly updated on our CRM system.

Key skills:

Dealing with Stage 1 & Stage 2 complaint responses

Handling large case loads

Liaising with Solicitors/Contractor's

Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.

Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.

Take responsibility for your own learning and development

Excellent PC skills including Microsoft Word and Excel

Excellent verbal and writing skills