Complaints Co-ordinator South London 26,000k - 30,000k annually Housing and Repairs 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: The responsibility for investigating and responding to, complaints that have been allocated to you Act as the first point of contact for tenants or residents who have complaints, whether it's through email, phone, or in-person. Investigate the complaints by gathering information, interviewing relevant parties (e.g., tenants, maintenance staff, or contractors), and reviewing documentation. Ensure complaints are resolved in a timely manner. If necessary, escalate more complex issues to senior management or relevant departments. Keep accurate records of all complaints, investigations, and resolutions. This may involve inputting information into a case management system or database. Keep tenants informed about the status of their complaints and the steps being taken to address them. Also, communicate the outcomes clearly. Ensure that complaints are handled according to the organization's procedures, and ensure that any corrective actions are followed through. Provide excellent customer service throughout the process, ensuring tenants feel heard and that their concerns are taken seriously. Regularly report on trends in complaints, provide insights into recurring issues, and suggest potential improvements in housing policies or maintenance practices. Ensure the organization complies with any relevant housing laws, regulations, or codes when resolving complaints. Key skills: Dealing with Stage 2 complaint responses Handling large case loads 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 seek 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