Complaints / Resolutions Officer

Complaints / Resolutions Officer
SE London

21 - 23p/h
Housing and Repairs

Hybrid Working - 1 day in the office a week

Temp to Perm Role

• Dealing with stage 1 and stage 2 complaints

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.

We're looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent. In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements.

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