Job Description
We currently have a great opportunity with a Housing organisation for a Complaints Resolutions Assistant role on a full-time fixed-term contract basis for 3-6 months. This is an office-based role located in Hertfordshire, requiring the successful candidate to work 5 days a week in the office.
Job Title: Complaints Resolutions Assistant
Salary: £25,300-£30,000 per annum
Contract: Fixed-Term Contract (3-6 months)
Working Hours: 37 hours per week
Location: Hertfordshire (Office-based - 5 days a week)
Responsibilities of Complaints Resolutions Assistant:
- Deliver exceptional customer service across the Operations Directorate, championing customer care and serving as a customer ambassador.
- Maintain proactive communication with customers about service failures, communal defects, and rectification timelines through various channels (phone, email, social media, etc.).
- Log and monitor all feedback in the housing management system, ensuring complaints are handled within the timelines outlined in policies and procedures.
- Promote online tenancy services to customers and respond to queries regarding improvement works, adaptations, repairs, and other housing-related requests.
- Address complex issues related to dampness, adaptations, and repairs, keeping customers informed throughout the process.
- Collaborate with planners to arrange repair works, raise work orders, and work with the Gateway Membership Team to enhance service delivery.
- Conduct resident profiling surveys to maintain up-to-date data.
- Provide administrative support to the Operations team as needed.
Requirements for Complaints Resolutions Assistant:
Essential:
- Full Driver's License and access to a car.
- Basic DBS check.
- Experience in a customer-focused environment, with a strong record of providing quality customer care.
- Proven ability to manage complaints effectively, achieving positive resolutions.
- Strong written and verbal communication skills, with excellent interpersonal abilities.
- Ability to work under pressure, balance customer needs with legal requirements, and maintain a professional approach at all times.
- Proficiency in IT systems, particularly Word and Excel.
- Ability to manage and prioritize tasks to meet deadlines and handle conflicting demands.
- Flexibility to work outside standard office hours if needed.
Desirable:
- NVQ in Customer Care.
- Experience in social housing.
- Basic knowledge of housing issues, including disrepair, gas access, dampness, and adaptations.
If you believe you are the right candidate for this role, please reply with your updated CV.
Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.