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Complaints Support Officer

2 months ago

London, Greater London, United Kingdom Octavia Full time
Job Summary

We are seeking a highly organized and customer-focused individual to join our Complaints and Customer Experience team as an Administrative Assistant. The successful candidate will provide administrative support to the team, ensuring excellent customer care and assistance to enhance resident satisfaction at Octavia Housing.

Key Responsibilities
  • Provide general administrative support to the Complaints Team, including answering telephones, dealing with enquiries, and maintaining records on Octavia's computerised database systems.
  • Share responsibility for providing reception duty cover for officers and other team members as required.
  • Deal with tenants' queries, including rent and repair issues, and take rent payments.
  • Service and take minutes of team and departmental meetings, and word process minutes taken by team members.
  • Collect and record performance monitoring information and maintain team records.
  • Liaise with other departments within Octavia to ensure a consistently high standard of service.
Requirements
  • GCSE or equivalent in English and Math.
  • Office procedures and systems.
  • Good written and verbal communication skills.
  • Ability to prioritize and manage workload.
  • Ability to stay calm under pressure and work on own initiative.
  • Excellent team work skills.
  • Good computer skills, including Microsoft Word, Excel, and Outlook.
  • Numerate.
  • Experience of using a housing management computerised system.
Experience
  • Demonstrable experience of dealing with customers.
  • Demonstrable experience of dealing with complaints and customer queries within a housing or related field.
Benefits
  • Competitive salary of £26,000 per annum.
  • Up to 10% pension contribution.
  • Flexible working arrangements.
  • Life Assurance.
  • Employee Wellbeing App/Mental Health Support.
  • Online GP Service.
  • Cycle to work scheme.
  • Opportunities for self-development with over 60 courses available to self-enrol.
  • Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme.