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Complaints & Correspondence Officer
3 months ago
Our client is currently seeking a Complaints and Correspondence Officer on a contractual basis. You will be supporting the complaint respondents, ensuring complaint responses are within the statutory timescales.
Summary of Responsibilities and Duties:- To provide and promote a professional and good quality service to both internal and external customers.
- To assist with complaints in a professional manner, following them up on completion to ensure customer satisfaction and prevent escalation and negotiating and managing resolutions.
- To manage multifaceted complaints and enquiries. Liaising cross departmentally, 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 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 time frame.
- Support inbox management when required
- Knowledge of repairs within housing services
- A general understanding of Complaints
- Customer focused with a can-do approach
- Flexible working
- Outgoing demeanor with resident and staff engagement
- Experience within a customer focused environment
