Repairs Resolution Officer

8 months ago


London, United Kingdom MMP Consultancy Full time

MMP Consultancy are looking to recruit a Repairs Resolution Officer on a Temporary Basis based in South East London.
- Have direct contact with customers either by telephone or face to face - deal with general queries and enquiries, and resolve any form of customer dissatisfaction
- Monitor the implementation of decisions and recommendations arising from complaint investigations.
- To ensure that compensation awards are considered and paid in appropriate cases.
- Build relationships between customers / contractors and other third parties with the aim of delivering continuous improvement and enhancing the culture of 'right first time' service delivery.
- Arrange repairs and work with the contractors to ensure that they are completed to the required standard within agreed timescales and to the satisfaction of the complainant.
- Provide specialist advice and assistance to customers in respect of the Complaints Procedure.
- Deliver specific elements of projects, create and manage project plans and manage the budgets for allocated small projects.
- To ensure that all investigations are carried out in accordance with the Council's Equality and Diversity Policy and works towards the priorities set out in the Race Equalities scheme.
- Undertake any other duties commensurate with the level and grade of the post as may be requested from time to time.

Experience Required
- Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either a Scheduling or Customer Service capacity
- Excellent communicator, with strong organisational skills
- Proficient IT skills including use of Microsoft Excel and Word
- Proven background in a customer service focused environment
- Experience of using database systems (Connect / Northgate / DRS)
- Construction related knowledge


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