Complaints Handler

**Complaints Advisor - Repairs and Maintenance in Social Housing**

**Welwyn Garden City**

**Full time, permanent**

**£27,000 per annum**

Howells Solutions are working with a leading Social Housing repairs & maintenance contractor to recruit a full time, permanent Complaints Handler to join their team based in Welwyn Garden City.

**Duties**:

- Customer Care and Dis-satisfaction response.
- Proactively responding to expressions of dis-satisfaction at the initial stage, preventing escalation wherever possible.
- Investigate, register and report all complaints in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes.
- Writing written response to complaints.
- Maintain the Company’s complaint log and use the information to report on trends including the lessons learnt and how to improve service.
- Make appointments for further works, if required, and ensure these are carried out and completed to the resident’s satisfaction.
- Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager.
- Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed.
- Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.

**Key Experience**
- Experience working in a complaints handling role.
- Previous experience of working with Local Authorities or Registered Housing Providers is desirable.
- Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential.
- Knowledge of Reactive Maintenance Services is desirable.

**Job Types**: Full-time, Permanent

**Salary**: £27,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- Welwyn Garden City, Hertfordshire: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Complaints Handling: 1 year (required)

Work Location: In person

Reference ID: 36731