Housing Complaint Officer - London, United Kingdom - Service Care

Service Care

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job title - Housing Complaints Officer

Location -Farringdon EC1M (hybrid working 2 days from home)

Contract - Temp Ongoing

Hours - Full Time

The Role Summary
Our client is looking for a Property Services Complaints Officer to provide comprehensive and qualitative responses to the resolution of Customer Complaints service

Your key duties within the role will include:

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
Application of creative solutions to streamline and improve current processes
Providing support and participating in special project work as and when required
I can perform a variety of duties effectively, often changing from one task to another and can manage competing demands.
Providing a comprehensive response addressing all issues raised by the complainant.
Being financially capable of raising and monitoring compensation requests and recovering costs from contractor where necessary
Continuous learning to ensure best practice for complaint handling and resolution
To act upon feedback from the Service Improvement Team to improve complaint handling, resolution, and offers of redress

Key requirements

Knowledge of the housing sector
Awareness of the Housing Ombudsman code of practice
Understanding of Complaints policy and procedure
A logical, thorough, and analytical approach to problem solving
Excellent written communication skills able to present and communicate in a clear, succinct, and compelling manner
Excellent interpersonal skills, demonstrates empathy with customers and avoids becoming defensive, passive, or aggressive when dealing with conflict.
Ability to manage customer expectations and be clear about what can and can't be done
Results oriented, works efficiently and accurately within set timescales

If you are interested in this position and meet the above criteria, please send your CV now for consideration.