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Complaints Officer

4 months ago

London, United Kingdom Reed Full time
Complaints and Correspondence Officer

Hourly Rate: £19.04 PAYE / £24.46 LTD UMB Location: Local Authority (London SE6) Job Type: Temporary, Immediate Start Working Hours: 36 hours a week, you will be expected in the office Tuesday, Wednesday and Thursday, WFH Monday and Friday. We are currently seeking a dedicated Complaints and Correspondence Officer to support our Repairs Services team. The successful candidate will play a crucial role in managing and responding to complaints, ensuring they are addressed within statutory timescales

and with a high level of empathy and resident focus. Day-to-day of the role:

Oversee the Repairs Service complaints performance, ensuring KPIs are met. Provide a professional and high-quality service to both internal and external customers. Handle Repair Service focused complaints professionally, ensuring customer satisfaction and preventing escalation by negotiating and managing resolutions. Ensure timely responses to various types of enquiries, including Informal, Stage 1, General Enquiries, MP, Mayoral, Councillor, Freedom of Information, and Chief Executive Enquiries. Act as the lead officer for allocated complaints, being the main point of contact for stakeholders throughout the complaint process. Manage complex complaints and enquiries, liaising across departments to ensure co-ordinated responses of a high standard. Support and train repairs staff on complaint handling systems, policies, and procedures. Analyse resolved complaints to provide key learning outcomes aimed at service improvement. Support the Customer Relations Team with complaint allocation and system maintenance, and act as an intermediary for cross-departmental support. Review all complaint responses to ensure actions are recorded and tasked appropriately within the complaints system. Required Skills & Qualifications:

Proven experience in complaint handling and customer service. Ability to work within statutory timescales and meet KPIs. Strong empathy and a focus on resident satisfaction. Excellent communication and negotiation skills. Ability to manage complex complaints and cross-departmental liaison. Competency in using complaint handling systems and providing training. Analytical skills to derive insights from complaint resolutions. Benefits:

Competitive hourly rate. Hybrid working model with flexibility. Opportunity to contribute to service improvement. Experience working within a local authority environment. To apply for this Complaints and Correspondence Officer position, please submit your CV and cover letter detailing your relevant experience and your approach to handling complaints.