Complaints & Correspondence Officer
2 weeks ago
Complaints & Correspondence Officer
Lewisham
22 per hour umbrella
Contract (3 months+)
The Role:
- The responsibility for the Repairs Service complaints performance ensuring we meet our KPI's.
- To provide and promote a professional and good quality service to both internal and external customers.
- To deal with all Repair Service focused complaints in a professional manner, following them up on completion to ensure customer satisfaction and prevent escalation and negotiating and managing resolutions.
- To ensure all complaint responses to Informal, stage 1, General Enquiries, MP, Mayoral, Councillor, Freedom of Information and Chief Executive Enquiries are provided to the customer within required timescales.
- 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 departmentally, ensuring a high standard of quality on co-ordinated responses. Challenging and seeking information as necessary.
- To provide support, training and guidance to repairs staff on iCase, customer enquiries, complaints policies and procedures, feeding back at regular meetings with service managers.
The Candidate:
- Knowledge of repairs within housing services
- Moderate understanding of systems, particularly related to Microsoft Packages
- A general understanding of Complaints
- Experience within a customer focused environment
- Experience within repairs sector ideally within the public sector
- Educated to GCSE grade A-C standard
How to Apply:
Please submit your application via the contact details provided and you will be contacted with further information about this opportunity or call me on; (phone number removed).
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