Job Description
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Residential Management Group, one of the UK's largest Property Management Companies, is looking for a Complaints Analyst to join our complaints team. The successful candidate will ensure that all complaints are acknowledged within three working days and customers are kept informed throughout the complaints process. You will be the first point of contact setting customer expectation and will liaise with the relevant areas of the business to ensure full responses are provided, ensuring the correct complaints process are adhered to within our policies and procedures.
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What are some of the tasks I will be doing day to day?
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1. Assess all new and assigned cases, log any Complaints received and reassign any cases that are not official complaints.
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2. Log/acknowledge complaints received from directly from customers, and customer complaints received internally from PM's/RM's, Directors, other departments.
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3. Informing the PM/RM of the complaint, including details on the due date, and summary of issues to resolve the complaint.
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4. Contacting the PM/RM for the complaint response if the due date is imminent or the response is urgent.
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5. Sending holding responses to customers if the complaint response is to be delayed.
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6. To proofread, grammar check, and amend where applicable before issuing complaint response to customer...