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Complaints Resolution Specialist
2 months ago
Job Title: Complaints Coordinator
Job Type: Temporary, Full-time
Location: Worcestershire
Job Description:
We are seeking a highly skilled Complaints Coordinator to join our team at James Andrews Recruitment Solutions Ltd. As a Complaints Coordinator, you will be responsible for investigating and resolving complaints from tenants in a timely and professional manner.
Key Responsibilities:
- Investigate and resolve complaints: Attend tenant's properties and investigate Stage 1 complaints in relation to repairs and maintenance issues within their properties.
- Manage the complaints process: Manage the whole complaints process from initial complaint made until completion and sign off.
- Coordinate investigations: Hold responsibility for coordinating the full investigation of all Stage 1 complaints.
- Update complainants: Be responsible for updating all complainants throughout the investigation and conducting the formal response of all complaints.
- Log complaints: Accurately log all complaints and raise these accordingly.
- Produce reports: Produce written response letters and reports to complaints.
- Liaise with contractors: Liaise with contractors to book in appointments and repairs in relation to complaints raised by tenants and their respective properties.
- Liaise with teams: Liaise with in-house repairs teams, corporate teams and contractors to ensure complaints are dealt with and managed appropriately.
- Develop customer intelligence: Develop and manage a range of customer intelligence (feedback, complaints, satisfactions and customer contact) to provide the base for service improvements and delivery of services focused on customers.
Requirements:
- Experience: Experience required in Social Housing.
- Complaints team experience: Must have worked within a complaints team before.
- Knowledge: Ideally have good knowledge of the housing ombudsman code but this isn't an essential requirement.
Skills and Knowledge:
- Risk assessment and management: Risk assessment and management.
- Compliance and due diligence: Compliance and due diligence.
- Customer service skills: Excellent customer service skills.
Working Hours:
- Hours per week: 37 hours per week.
- Working days: Monday – Friday, 9am-5pm.
