Customer Service Officer

6 months ago


London, United Kingdom 3M Resourcing Ltd Full time

3M resourcing are working with the local authority to recruit 6 Customer Service Officers.

We are looking for a Customer Relationship Officer to support a busy team who work across multiple high profile work streams. We require flexible, hard working individuals who can work in a fast paced working environment and contribute to the success and growth of our team. This opportunity is perfect for ambitious individuals who want to get experience in complex case management within a Building Maintenance environment, covering areas such as leaks, complaints, case work and legal.

We are looking for applicants with a NVQ Level 3 or upwards in Business and Administration or equivalent qualification.

**Key accountabilities**:
1. To manage a caseload of Building Maintenance complaints, Member enquiries, Mayoral complaints and freedom of information requests. This will include:

- Direct liaison with the complainant and a wide range of internal /external stakeholders
- Collating data and background material and/or interviewing relevant staff as required
- Ensuring all staff within the service area aware of standards, expectations and timescale for responses
- Monitoring compliance with Hackney standards, including timescales and quality of responses
- Taking action where responses / standards are not acceptable
- Coordinating /drafting complaints responses as required
- Advising on compensation /redress in line with Council policy and proceduresEnsuring that any outstanding issues, including poor quality / repairs unfinished works, are fully resolved

2. To work with managers in the Repairs Contact Centre and other areas of the service to resolve operational and other issues presented by customers.

3. To undertake all related administrative work associated with the ordering and tracking of outstanding repairs works /disrepair specifications through to completion, including liaison with residents, contractors, surveyors, the DLO and other stakeholders and effective use of key ITC systems. Ensure that the correct Schedule of Rates (SOR) codes are used when processing repairs orders.

4. To manage the delivery of complex repairs and leaks referred to the team as required, including the planning, sequencing and coordination of works. This will include liaison with tenants and leaseholders, contractors, DLO staff, housing officers, external surveyors, solicitors, social care and other agencies e.g. health and police.

5. To organise and manage forced entries to properties to resolve leaks and other urgent repairs as required, in conjunction with Legal Services and other stakeholders.

6. Seek to pro-actively resolve barriers to effective delivery of repairs works, working within Council policy and procedures and challenging practices /under performance which will lead to delays and/or unsatisfactory outcomes.

7. Contribute / provide training and support in effective complaints handing to other sections within Building Maintenance, helping to promote consistency of approach and customer-focused resolution.

8. Record and update repairs case notes accurately and contribute to the development, maintenance, interrogation and monitoring of records, systems and databases as required.

9. Support continuous improvement through the analysis of customer feedback and learning from complaints / complex repairs cases. Identify themes, barriers to service delivery and potential improvements.

10. In conjunction with the Senior Customer Service Officer ensure effective systems and processes to act upon feedback from repairs customer satisfaction surveys. Prevent escalation of issues to complaints through pro active responses to any negative feedback.

11. To actively participate in reviews of Building Maintenance policies and procedures, including re-procurement of contracts and /or new services / digital service improvement. Ensure that any weaknesses in current arrangements are addressed effectively in proposed approaches.

12. To foster positive team working across the service and promote effective working relationships with councillors, corporate complaints staff, residents, contractors, housing management staff and other key stakeholders to ensure smooth running of the repairs process.

**Job Types**: Full-time, Temporary contract

**Salary**: £21.31 per hour

Expected hours: 36 per week

Schedule:

- Day shift
- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 3 years (preferred)

Work Location: In person



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