Job Description

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 risk

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 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