Complaints Officer - London, United Kingdom - MMP Consultancy

MMP Consultancy
MMP Consultancy
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
MMP Consultancy are looking to recruit a Complaints Officer to join a Housing Provider based in London.


Duties:


  • As Complaints Officer, deliver a fantastic experience to the customer who may have made a complaint by leading on complaints resolution from start to finish, communicating regularly with the customer throughout
  • Drive customer satisfaction with complaints handling and by delivering performance information and service improvements that matter most to customers
  • Support the team in delivering the first point of contact resolution for all customer contact
  • Record, log and lead on the resolution of issues received
  • Administrative escalations and housing ombudsman involvement in line with policy

Skills / Experience required:

  • Ensuring causes of complaints are identified and complaints allocated to those able to resolve
  • Speedily answering and resolving complaints
  • Communicating with and gathering information from departments to come to conclusions about the appropriate course of action and allow comprehensive replies
  • Monitoring workflows and the management of complaint data and requests and taking remedial action when standards are not being met
  • Providing quality assurance service before responses are sent back to complainants

Desirable:

  • Previous experience working in a Complaints Officer or Service Improvement Officer role
  • Experience of working for a residential landlord, preferably in social housing.
  • Experience of improving systems
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