Complaints Handler - East London, United Kingdom - Howells Solutions

Howells Solutions
Howells Solutions
Verified Company
East London, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Complaints Handler/Resident Liaison Officer - Social Housing

Based in East London

Full time, permanent

£28,000 per annum
Howells Solutions are working with a leading Social Housing repairs & maintenance contractor to recruit a full time, permanent Complaints Handler to join their team based in East London:


Duties:


  • Customer Care and dissatisfaction response.
  • Occasional visits to tenants
  • Proactively responding to expressions of dissatisfaction at the initial stage, preventing escalation wherever possible.
  • Investigate, register and report all complaints in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes.
  • Writing written response to complaints.
  • Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve service.
  • Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction.
  • Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager.
  • Respond to expressions of dissatisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed.
  • 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 arisen.

Key Experience

  • Experience working in a complaints handling role.
  • Previous experience of working with Local Authorities or Registered Housing Providers is desirable.
  • Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential.
  • Knowledge of Reactive Maintenance Services is desirable.

Job Types:
Full-time, Permanent


Salary:
£27,000.00-£28,000.00 per year


Schedule:

  • Monday to Friday

Work Location:
In person
More jobs from Howells Solutions
See all jobs of Howells Solutions