Complaints Officer

4 weeks ago


Northampton, United Kingdom Service Care Full time

**Job title - **Housing Complaints Officer
**Location -** Northampton NN5
**Contract - **Temp Ongoing
**Hours** - Full Time

**The Role Summary**

**Responsibilities**:

- Coordinating and resolving all complaints received in the Asset Management department, ensuring customers receive a response in a timely manner, within the SLA timeframes
- Ensuring a uniform and consistent approach to all customer complaints across the department
- Supporting the review of all the CRM call back enquires that the team receives
- Undertaking a review of how complaints are handled with and by our contractors to ensure adherence to Complaints and Feedback Policy
- Providing greater oversight and co-ordinated handling of contractor-related complaints going forward and supporting the process review

**Requirements**:

- Proven experience in a customer service role, preferably in a complaints management capacity
- Excellent communication skills, both written and verbal, with the ability to communicate with people at all levels
- Strong organisational skills and attention to detail
- Ability to work effectively in a team environment as well as independently
- Experience with CRM systems and Microsoft Office suite
- Knowledge of housing management systems and processes is desirable


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