Complaints Officer - Repairs and Maintenance in Social Housing 1 year fixed term contractBased in East LondonSalary: £28k
We are recruiting for a leading Social Housing Contractor who are currently looking for a Complaints Advisor to join their Repairs and Maintenance team in East London.
Duties:
1. Customer Care and Dis-satisfaction response
2. Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
3. Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes
4. Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve our service
5. Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
6. Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager
7. Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed
8. Ensure resident telephone surveys are carried out and reco...