Location: StratfordSalary: £28,000Benefits: 22 days annual leave (increasing with service), pension, Perkbox rewards, and volunteering days
The Role:We're looking for a proactive and dedicated Complaints Officer to join a leading property maintenance provider in Stratford. In this pivotal role, you'll act as the main point of contact for residents and clients, ensuring dissatisfaction and complaints are handled professionally, efficiently, and in alignment with our policies, client standards, and Ombudsman guidelines.
Key Responsibilities:
Complaint Handling:
* Address dissatisfaction proactively, preventing escalation wherever possible.
* Investigate, register, and resolve complaints efficiently, keeping accurate records.
* Conduct home visits to meet residents, address concerns, and ensure satisfactory resolutions.
* Arrange compensations or goodwill gestures where necessary.
* Produce regular reports to highlight trends, root causes, and opportunities for improvement.
Service Improvement:
* Analyse complaint data to pinpoint areas for service enhancement.
* Support and deliver training initiatives to improve handling of complaints and service consistency.
Community Engagement:
1. Attend resident mee...