Complaints / Resolution Officer (Housing)
Housing Complaints / Resolutions Officer Role to start ASAP. Stage 2 Complaints (experience required). SE London. Hybrid Working - 1 day in the office a week. Temp to Perm Role.
Dealing with stage 1 and stage 2 complaints. Leading Social Housing Organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day-to-day repairs service to residents and front-line staff. The role will include answering the phone, supporting management in compiling reports, monitoring KPIs, and dealing with day-to-day queries from front-line staff, ensuring they are routed appropriately within the team.
We're looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open, and transparent. In this role, you will ensure the council meets its obligations in handling statutory and non-statutory complaints that help services to resolve issues and promote shared learning leading to service improvements.
Key Skills:
1. Dealing with Stage 1 & Stage 2 complaint responses
2. Handling large case loads
3. Liaising with Solicitors/Contractors
4. Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.
5. Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.
6. Take responsibility for your own learning and development
7. Excellent PC skills including Microsoft Word and Excel
8. Excellent verbal and writing skills
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