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Complaints Handler / Officer - Repairs and Maintenance in Social Housing

Based in Teddington

Temporary, on-going

£16.00 - £16.80 per hour - 40 hour week (8am - 5pm)

We are currently recruiting for a Housing Association who are looking for a Complaints Officer to join their Repairs and Maintenance team in Teddington, this role will be handling Stage 1 and Stage 2 complaints.

Duties:

Customer Care and Dis-satisfaction response
Creating plans of actions for complaints to come to a resoultion
Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes
Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve our service
Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager
Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed
Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.Key Experience

Experience of working within a customer services environment is essential
Previous experience of working with Local Authorities or Registered Housing Providers is desirable
Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential
Knowledge of Reactive Maintenance Services is desirableYou will be working for a modern, forward thinking business; that believes the strengths, skills and personalities of their people are the key to the groups success.

Please apply online now