Senior Complaints Co-ordinator
2 days ago
Our client, based in Worcestershire, is currently recruiting for a Complaint’s Co-ordinator on a three-to-six-month temporary contract.
The position is due to start immediately on a full-time basis. The hourly rate is £17.50 per hour via an umbrella company.
The ideal candidate will have experience working with investigating complaints from start to completion within social housing and hold a full UK Driving License.
Attending tenant’s properties and investigating Stage 1 complaints in relation to repairs and maintenance issues within their properties
Managing the whole complaints process from initial complaint made until completion and sign off
Holding responsibility for coordinating the full investigation of all Stage 1 complaints
Being responsible for updating all complainants throughout the investigation and conducting the formal response of all complaints
Accurately logging all complaints and raising these accordingly
Producing written response letters and reports to complaints
Liaising with contractors to book in appointments and repairs in relation to complaints raised by tenants and their respective properties
Liaising with in-house repairs teams, corporate teams and contractors to ensure complaints are dealt with and managed appropriately
Developing and managing a range of customer intelligence (feedback, complaints, satisfactions and customer contact) to provide the base for service improvements and delivery of services focused on customers
Experience required in Social Housing
Must have worked within a complaints team before
Ideally have good knowledge of the housing ombudsman code but this isn't an essential requirement
Risk assessment and management
All office and site based
~ Monday – Friday, 9am-5pm
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