Company:
CV-Library
Location: London
Closing Date: 26/10/2024
Salary: £16 - £17 Per Hour
Hours: Full Time
Type: Permanent
Job Requirements / Description
Complaints Advisor - Repairs and Maintenance in Social Housing
Teddington
£16.50 per hour - Ongoing temporary post
We are recruiting for a Housing Association, who are currently looking for a Complaints Officer to join their Repairs and Maintenance team in Teddington, this role will be handling Stage 2 complaints.
Duties:
Customer Care and Dis-satisfaction response
Creating plans of actions for complaints to come to a resoultion
Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes
Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve our service
Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager
Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed
Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.Key Experience
Experience of working within a customer services environment is essential
Previous experience of working with Local Authorities or Registered Housing Providers is desirable
Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential
Knowledge of Reactive Maintenance Services is desirableSalary & benefits:
You will be working for a modern, forward thinking business; that believes the strengths, skills and personalities of their people are the key to the groups success. This is a ongoing temporary, full time role for which you will receive a salary of £16.50 per hour, working hours are 8am - 5pm
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