Repairs Complaints/Casework Officer
SE London
£22-23p/h
Housing and Repairs
Hybrid Working - 1 day working in the office
Temporary position
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:
* Investigate and respond to complaints that have been allocated to you.
* 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.
* Ensure all complaints and enquiries are dealt with in a professional manner.
* Good interpersonal skills and the ability to remain calm and resilient in any difficult situation.
* Proactively liaise with the complainant to keep them informed about progress and manage their expectations regarding a realistic outcome.
* Have a structured, objective and transparent approach to decision-making, being able to assess situations and understand 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 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 help services to resolve issues and promote shared learning leading to service improvements.
Key skills:
* Dealing with Stage 2 complaint responses.
* Handling large case loads.
* Liaising with solicitors/contractors.
* 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 seeking 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.
Looking for someone to start immediately.
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