Login to Apply

Repairs Complaints/Casework Officer
SE London
£22-23p/h
Housing and Repairs

Hybrid Working - 1 day working in the office

Temporary position

Main Purpose of the job:

To provide support to Repairs Services complaint respondents and ensure complaint responses are within the statutory timescales. To negate and prevent the escalation of the complaint through a high level of empathy and a resident focus.

The Role: The responsibility for investigating and responding to, complaints that have been allocated to you

Excellent organisational / case management skills, with experience of prioritising your own workload, ensuring that complaints, dissatisfaction, MP, Councillor or Executive enquires are responded to within required timescales.
To ensure all complaints and enquiries are dealt with in a professional manner.
Good interpersonal skills and the ability to remain calm and resilient in any difficult situation.
Proactively liaise with the complainant to keep them informed about progress and manage their expectations regarding a realistic outcome.
Having a structured, objective and transparent approach to how you make decisions, being able to assess situations and understand riskWe'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 helps services to resolve issues and promote shared learning leading to service improvements.

Key skills:

Dealing with Stage 2 complaint responses
Handling large case loads
Liaising with Solicitors/Contractor's
Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.
Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.
Take responsibility for your own learning and development
Excellent PC skills including Microsoft Word and Excel
Excellent verbal and writing skills

Looking for someone to start immediately