Repairs Complaints/Casework Officer - South East London
Location: SE London
Salary: £22-23p/h
Sector: Housing and Repairs
Contract: Temporary
Hours: Full Time
Working Arrangement: Hybrid Working - 1 day working in the office
Main Purpose of the Job:
To provide support to Repairs Services complaint respondents and ensure complaint responses are within the statutory timescales. To negate and prevent the escalation of the complaint through a high level of empathy and a resident focus.
The Role:
The responsibility for investigating and responding to complaints that have been allocated to you. This includes:
1. Excellent organisational/case management skills, with experience of prioritising your own workload, ensuring that complaints, dissatisfaction, MP, Councillor or Executive enquiries are responded to within required timescales.
2. Ensuring all complaints and enquiries are dealt with in a professional manner.
3. Good interpersonal skills and the ability to remain calm and resilient in any difficult situation.
4. Proactively liaising with the complainant to keep them informed about progress and manage their expectations regarding a realistic outcome.
5. Having a structured, objective and transparent approach to decision-making, assessing situations and understanding risk.
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 citizen-focused, simple, open and transparent manner. In this role, you will ensure the council meets its obligations in handling statutory and non-statutory complaints, helping services to resolve issues and promote shared learning leading to service improvements.
Key Skills:
1. Dealing with Stage 2 complaint responses.
2. Handling large case loads.
3. Liaising with Solicitors/Contractors.
4. Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.
5. Excellent complaint handling and communication skills, actively seeking to improve working practices and customer service.
6. Taking responsibility for your own learning and development.
7. Excellent PC skills including Microsoft Word and Excel.
8. Excellent verbal and writing skills.
Looking for someone to start immediately.
Job Info:
Job Title: Repairs Complaints/Casework Officer - South East London
Company: CV-Library
Posted: [Insert date]
Closes: Jan 17th 2025
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