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Housing Complaints officer

1 month ago

London, United Kingdom Pertemps Full time €27

Job Description

- To support the Housing & Refugees services in responding to complaints and enquires, working with colleagues across the different teams to ensure that responses are provided in line with statutory and corporate timescales.
- Monitor and ensure residents are responded to within agreed timescales and ensure the issues are addresses, with the appropriate action taken regarding feedback.
- To maintain, review and update where necessary all information for the residents and for internal staff on procedures for handling complaints and template letters.
- To act as the first point of contact for housing residents who wish to make a complaint under one of the procedures.
- To register complaints and to record, monitor and report on progress of complaints and compliance with statutory and corporate procedures as required.
- To be responsible for co-ordinating response for complex and sensitive cases and those cutting across internal and external provider organisations ensuring all relevant parties are appropriately involved.
- To contribute to the continuous improvement of the services of the housing service on customer engagement.

Requirements

- Educated to GCSE ‘A’ Level, or NVQ Level, or having equivalent experience of working in a busy office environment.
- Previous experience in a Housing Association or Council
- Understanding complaints handling processes and experience of resolving complaints or complex customer service queries.
- Experience of, and competency in, using a range of Microsoft Office software, including Word, Excel and Outlook.
- Ability to use information and communications technology to maintain up to date information and retrieve information quickly and accurately to help customers.

Contract

- Initial 3 month Contract with the opportunity to extend
- Monday to Friday 9am to 5pm (REQUIRED 5 DAYS IN OFFICE)
- PAYE via Umbrella