Complaints Handler

Complaints Handler / Officer - Repairs and Maintenance in Social Housing

Based in Kingston upon Thames

Full time, 1 year temp contract

We are currently recruiting for a leading repairs and maintenance contractor who are looking for a Complaints Officer to join their team in Kingston upon Thames on a 1 year temporary contract. 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 complaint handling role
• 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.