Complaints Officer

Do you have previous experience within complaints? Do you have knowledge of repairs within housing services or similar? If so, ourclient is seeking a Complaints Officer to join their team on a temporary basis for approximately 3 months.

This is a hybrid role working Monday to Friday, 3 days in their Lewisham office (Tuesday to Thursday) and the remaining days from home.

Complaints Officer responsibilities and duties:

• To deal with all Repair Service focused complaints in a professional manner, following them up on completion to ensure customer satisfaction and prevent escalation
• 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 departments, ensuring a high standard of quality on co-ordinated responses. Challenging and seeking information as necessary
• To provide key learning outcomes from resolved complaints, focusing on positive ways of improving the service to prevent further escalation or future complaints
• To support the Customer Relations Team when required, including the allocation of complaints, and performing system maintenance
• To review all complaint responses and ensure all actions detailed are uploaded to the complaints system, tasked to the relevant team member with the appropriate action timeframe
• Support inbox management when required

Complaints Officer knowledge and experience:

• Knowledge of repairs within housing services
• An understanding ofcomplaints
• Moderate understanding of systems, particularly related to Microsoft Packages
• Customer focused with a can-do approach
• Strong level of literacy and IT literacy
• Experience within a customer focused environment

If you do not hear from a consultant within 1 week of your application, then unfortunately on this occasion you have not been successful