Job Title: Complaints Officer
Location: Stratford
Salary: £28,000 per annum
Sector: Social Housing Maintenance
Complaint Handling
1. Proactively respond to expressions of dissatisfaction at the initial stage, preventing escalation wherever possible.
2. Investigate and register all complaints and report in accordance with company and client guidelines. Ensure all MP/Councilor enquiries and complaints are investigated and resolved efficiently and within target timescales, advising residents and clients of their outcomes.
3. Ensure all complaints are recorded on the Company's Central Complaints Log as well as on any logs or trackers required to be completed by the clients for each contract.
4. Visit and meet residents in their homes where possible, or co-ordinate a home visit when required or requested, dealing with their needs and queries while ensuring they are always informed.
5. Liaise closely with contract operational teams to arrange 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 Head of Customer Services / Divisional Manager.
7. Respond to expressions of dissatisfaction received from residents via the text message CSAT survey within agreed timescales and ensure the issues are addressed.
8. Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback.
9. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.
10. Act as point of contact for nominated clients, attending monthly contract meetings and supplying relevant updates.
Key Knowledge
1. Knowledge of complaint handling processes and procedures is essential.
2. Knowledge of the Housing Ombudsman guidelines and the Social Housing White Paper is essential.
3. Proven understanding of Customer Care with reference to vulnerable people is required.
4. Demonstrable knowledge and experience of complaint procedures and those of our clients is necessary.
5. A good working knowledge of Microsoft Office is required.
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