Customer Care Complaints Officer
1 week ago
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
- Managing a caseload of complaints received from our Residents and Service Users received via the following platforms: email, telephone, and our online resident portal.
- Assess, analyse, and investigate each complaint. Adhere to our internal Stage 1 complaints processes and deadlines using Housing Ombudsman Guidance.
- Consult with and develop engagement process with all relevant colleagues within the Property Services Division. Collate information and prepare a stage 1 complaint response.
- Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
- Capture the lessons learnt from the Complaints process sharing this data with each the Area Managers.
- Monitor and where applicable manage the aftercare following the customers concerns post complaint response, ensuring relevant works are booked for resolution. This will involve consulting with technical staff, surveyors, and contractors.
- Ensure accurate records are regularly updated on our CRM system.
- Offer latest ideas and innovations on how to improve all aspects of customer service within the Directorate.
- Build strong networks internally and externally to enhance the customer experience to ensure transparency and ease of communication.
- Responsible for managing incoming customer queries by email/CRM and telephone.
- Maintain and update customer records and internal systems in accordance with department protocols.
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