Complaints Handler

Complaints Handler / Officer - Repairs and Maintenance in Social Housing

Based in Kingston upon Thames

Full time, permanent

£30,000 - £32,000 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. 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.