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Complaints Officer

4 months ago

Lewisham, United Kingdom Tulip Recruitment Full time
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