Customer Complaints Advisor

4 weeks ago


Essex, United Kingdom CMS - Recruitment Full time

Customer Complaints Advisor

Fixed Term Contract – 1yr

£24,000 per annum

Based in Slough

Our client, a large building maintenance company who look after a social housing contract, are looking for somebody to join their busy team as a Customer Complaints Advisor.

Your main responsibilities will be as follows:

  • Liaising with tenants
  • Logging all incoming customer complaints via the complaint’s inbox, as well as updating and maintaining the complaints spreadsheet
  • Sending updated complaints log to colleagues such as Managers and Supervisors, also to clients
  • Ensuring you are working towards timeframes
  • Formatting response letters to tenants regarding complaints
  • Updating in-house system to inform Planners and Operatives of the outstanding jobs, informing which jobs are complaints
  • Looking into repair history of tenant’s homes via the in-house system, to ensure the relevant jobs and recalls are being seen to
  • Allocating the jobs/recalls to relevant operatives
  • Liaising with Quality Inspector’s, arranging when they should visit tenants’ homes and finding out what the required work is after visits
  • Following up checks on jobs/recalls in progress
  • Uploading reports and pictures regarding jobs onto the shared server
  • Raising concerns with relevant Managers and Supervisors regarding repeat issues/complaints
  • Making sure post inspections are in place following completion of jobs/recalls
  • Answering any client questions/queries
  • Working closely with planner/scheduler, operational and admin teams
  • Attending team meeting
  • Making sure Managers are aware of any problems or delays in advance
  • Work toward H&S regulations

Requirements:

  • To be efficient in both written and verbal communication
  • You must be flexible – be able to cover last minute shifts
  • Have a responsive repairs background
  • Complaints coordination background
  • Have IT Skills (especially Excel spreadsheets)
  • Be able to prioritise tasks/duties

Social housing experience is advantageous.

Please apply with your most up-to-date CV.

Reference contacts will be required upon application.

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