Job Description

Job Title: Complaints Officer

Location: Stratford

Salary: £28,000 per annum

Sector: Social Housing Maintenance

Complaint Handling

Proactively respond to expressions of dissatisfaction at the initial stage, preventing escalation wherever

Investigate and register all complaints and report in accordance with company and client Ensure all MP/Councilor enquiries and complaints are investigated and resolved efficiently and within target timescales, advising residents and clients of their outcomes.

Ensure all complaints are recorded on the Company's Central Complaints Log as well as on any logs or trackers required to be completed by the clients for each contract.

Visit and meet residents in their homes where possible, or co-ordinate a home visit when required or requested, dealing with their needs and queries ensuring they are kept always informed.

Liaise closely with contract operational teams to arrange appointments for further works, if required, and ensure these are carried out and completed to the resident's

Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Head of Customer Services / Divisional Manager

Respond to expressions of dis-satisfaction received from residents via the text message CSAT survey within agreed timescales and ensure the issues are

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

Act as point of contact for nominated clients, attending monthly contract meetings and suppling relevant

Key Knowledge

Knowledge of complaint handling processes and procedures is essential.

Knowledge of the Housing Ombudsman guidelines and the Social Housing White Paper is essential.

Proven understanding of Customer Care with reference to vulnerable people is

Demonstrable knowledge and experience of complaint procedures and those of our clients is

A good working knowledge of Microsoft Office