Company Overview
This company has experienced continual growth since its establishment in 1986. While we don’t aim to be the largest service provider, we strive to be the best. We work with some of the UK’s largest building owners, landlords, and facility managers to provide strategic building repairs, planned maintenance, and improvements across all property sectors.
Benefits
* Annual holiday; increase after 1 year of service to a maximum of 5 additional days
* Long service awards; rewards for continuous service at key milestones
* Perkbox; enjoy perks like free coffees, cinema tickets, trips, and much more
* Volunteer day; paid volunteer days for a worthy cause annually
The Role
The Complaints Officer role provides a single point of contact for residents and clients regarding dissatisfaction and complaints. You will ensure that customer concerns are listened to and responded to professionally and appropriately, following company policies, client complaint policies, and Ombudsman guidelines.
Responsibilities include:
* Complaints handling, proactively responding to complaints and preventing escalation wherever possible
* Visiting residents in their homes when required or requested, addressing their needs and queries while keeping them informed
* Service improvement; reporting on trends related to employee conduct and escalating concerns when needed
* Meeting with Resident Liaison Officers (RLOs) to discuss complaints and performance against client KPIs
* Community engagement; attending resident surgeries and helping vulnerable individuals report their repairs
* Organizing resident consultation events and attending resident association meetings as necessary
Essential Requirements:
* Knowledge of complaint handling processes and procedures
* Proven understanding of customer care, especially in relation to vulnerable people
* Experience in handling complaints and addressing customer dissatisfaction
* Experience in making timely and rational decisions based on relevant information and experience