Job Description

Repairs Complaints / Compliance Officer Role to start ASAP

SE London

On-going contract position - 3 days on site and 2 day working from home

Between 24-27ph PAYE

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 and monitoring KPIs and dealing with day to day queries from front line staff, ensuring they are routed appropriately within the team.

• Managing a caseload of complaints received from our Residents and Service Users received via the following platforms: email, telephone, and our online resident portal.
• Consult with and develop engagement process with all relevant colleagues within the Property Services Division. Collate information and prepare a stage 1 complaint response.
• Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
• Support and lead on the activities required as set out in the Building Compliance Framework for the properties Certitude owns or leases.
• Support the Housing Team and operational managers in overseeing the repair performance of Certitude partner landlord's maintenance contractors, ensuring that non-performance issues are escalated to senior housing managers where appropriate.
• Attend ad hoc building inspections when required and ensure that repair audit findings are resolved in a timely manner for the properties owned by Certitude and those where Certitude do not provide tenancy management.

Key skills:

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