Details:
- Salary: £19.05 - Hour
- Location: Lewisham Greater London
- Date: 2 weeks ago
Description:
Do you have previous experience within complaints? Do you have knowledge of repairs within housing services or similar? If so, ourclient is seeking a Complaints Officer to join their team on a temporary basis for approximately 3 months.
This is a hybrid role working Monday to Friday, 3 days in their Lewisham office (Tuesday to Thursday) and the remaining days from home.
Complaints Officer responsibilities and duties:
* To deal with all Repair Service focused complaints in a professional manner, following them up on completion to ensure customer satisfaction and prevent escalation
* To be the lead officer responsible for complaints allocated to you, being the main point of contact for internal and external stakeholders throughout the complaint process
* To manage multifaceted complaints and enquiries. Liaising cross departments, ensuring a high standard of quality on co-ordinated responses. Challenging and seeking information as necessary
* To provide key learning outcomes from resolved complaints, focusing on positive ways of improving the service to prevent further escalation or future complaints
* To support the Customer Relations Team when required, including the allocation of complaints, and performing system maintenance
* To review all complaint responses and ensure all actions detailed are uploaded to the complaints system, tasked to the relevant team member with the appropriate action timeframe
* Support inbox management when required
Complaints Officer knowledge and experience:
* Knowledge of repairs within housing services
* An understanding ofcomplaints
* Moderate understanding of systems, particularly related to Microsoft Packages
* Customer focused with a can-do approach
* Strong level of literacy and IT literacy
* Experience within a customer focused environment
If you do not hear from a consultant within 1 week of your application, then unfortunately on this occasion you have not been successful