Housing Complaints / Resolutions Officer Role to start ASAP
Stage 2 Complaints (experience required)
SE London
Hybrid Working - 1 day in the office a week
Temp to Perm Role
Responsibilities:
* Dealing with stage 1 and stage 2 complaints
* Supporting the compliance team to deliver excellent compliance performance and smooth day-to-day repairs service to residents and front-line staff
* Answering the phone and supporting management in compiling reports
* Monitoring KPIs and dealing with day-to-day queries from front-line staff
* Ensuring queries are routed appropriately within the team
Key Skills:
* Dealing with Stage 1 & 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 and making informed decisions
* Excellent complaint handling and communication skills
* Actively seeking to improve working practices and customer service
* Taking responsibility for your own learning and development
* Excellent PC skills including Microsoft Word and Excel
* Excellent verbal and writing skills
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.
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