Job Description

Complaints Handler / Officer - Repairs and Maintenance in Social Housing

Based in Kingston upon Thames

Full time, 6 month fixed term contract

£32,000 - £34,000 oer annum

We are currently recruiting for a leading repairs and maintenance contractor who is looking for a Complaints Officer to join their team in Kingston upon Thames on a 6 month FTC. In this role, you will be responsible for handling Stage 1 and Stage 2 complaints within the Repairs and Maintenance service.

Duties and Responsibilities

Respond to customer care issues and expressions of dissatisfaction.

Create action plans to ensure complaints are resolved effectively.

Proactively respond to concerns at the earliest stage to prevent escalation where possible.

Investigate and register all complaints, reporting in accordance with company and client procedures.

Ensure all MP and Councillor enquiries and complaints are investigated and resolved efficiently within agreed targets, keeping residents and clients informed of outcomes.

Maintain the company's complaints log and analyse data to identify trends, lessons learned, and opportunities to improve services.

Arrange appointments for any follow-up works required and ensure these are completed to the resident's satisfaction.

Arrange compensation or goodwill gestures where appropriate, subject to approval by the Customer Service Manager / Divisional Manager.

Respond to expressions of dissatisfaction received via the text message service within agreed timescales and ensure issues are addressed.

Ensure resident telephone surveys are conducted and recorded, taking appropriate action based on feedback.

Produce a monthly report outlining survey findings and actions taken to address any issues identified.

Key Experience

Previous experience working in a customer service environment is essential.

Experience working with Local Authorities or Registered Housing Providers is desirable.

Proven ability to work in a busy environment and meet challenging deadlines.

Knowledge of Reactive Maintenance Services is desirable.

You will be working for a modern, forward-thinking organisation that believes the strengths, skills, and personalities of its people are key to the group's success.

Please apply online now