Complaints Handler

Complaints Handler / Officer - Repairs and Maintenance in Social Housing

Based in Kingston upon Thames

Full time, 6 month fixed term contract

£32,000 - £34,000 oer annum

We are currently recruiting for a leading repairs and maintenance contractor who is looking for a Complaints Officer to join their team in Kingston upon Thames on a 6 month FTC. In this role, you will be responsible for handling Stage 1 and Stage 2 complaints within the Repairs and Maintenance service.

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  Respond to customer care issues and expressions of dissatisfaction.

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  Create action plans to ensure complaints are resolved effectively.

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  Proactively respond to concerns at the earliest stage to prevent escalation where possible.

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  Investigate and register all complaints, reporting in accordance with company and client procedures.

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  Ensure all MP and Councillor enquiries and complaints are investigated and resolved efficiently within agreed targets, keeping residents and clients informed of outcomes.

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  Maintain the company's complaints log and analyse data to identify trends, lessons learned, and opportunities to improve services.

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  Arrange appointments for any follow-up works required and ensure these are completed to the resident's satisfaction.

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  Arrange compensation or goodwill gestures where appropriate, subject to approval by the Customer Service Manager / Divisional Manager.

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  Respond to expressions of dissatisfaction received via the text message service within agreed timescales and ensure issues are addressed.

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  Ensure resident telephone surveys are conducted and recorded, taking appropriate action based on feedback.

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  Produce a monthly report outlining survey findings and actions taken to address any issues identified.

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  Previous experience working in a customer service environment is essential.

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  Experience working with Local Authorities or Registered Housing Providers is desirable.

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  Proven ability to work in a busy environment and meet challenging deadlines.

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  Knowledge of Reactive Maintenance Services is desirable.

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You will be working for a modern, forward-thinking organisation that believes the strengths, skills, and personalities of its people are key to the group's success.

Please apply online now.