Complaints Resolution Specialist
3 weeks ago
Cardo Group is a family of companies delivering building maintenance services to local authorities, social housing providers, and their residents. Our multi-company group provides quality, value for money maintenance, compliance, and retrofit services across the south west, south east, and midlands.
We are currently seeking a Complaints Resolution Specialist to join our Customer Experience team in a key strategic role. This position will help maintain and improve our customer experience and build a brand of trust, honesty, and transparency.
Key Responsibilities:
- Support the Branch with raising and updating complaints on our CRM system.
- Deal with stage 1 complaints.
- Ensure compliance with complaints procedures within the group and wider policy of clients.
- Maintain and update the CRM system with full details, including notes and emails at all times.
- Allocate repairs to DLO/Sub contractors, ensuring jobs are locked on the system to prevent movement.
- Monitor complaints to resolution.
- Enter compliments on our CRM system and forward to relevant Line Manager.
Requirements:
- Experience handling complaints.
- Experience with dealing with reactive maintenance queries/complaints.
- Social housing experience is advantageous but not essential.
Benefits:
- 25 days holiday + bank holidays.
- The opportunity to purchase additional annual leave.
- Birthday day off.
- Generous pension scheme.
Cardo Group values diversity and inclusivity, and we are working hard to build a business that reflects the communities we serve.
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