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Complaints Support Officer

2 months ago

London, Greater London, United Kingdom Octavia Full time
{"title": "Complaints Support Officer", "description": "Job Summary

We are seeking a highly organized and customer-focused Complaints Support Officer to join our Complaints and Customer Experience team at Octavia Housing. As a key member of the team, you will provide administrative support to ensure excellent customer care and assistance to enhance resident satisfaction.

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 answering telephones, dealing with and advising upon enquiries from office and scheme-based staff, tenants and members of the public in line with Octavia's service and quality standards.
  • Input data and maintain records on Octavia's computerised database systems.
  • Provide reception duty cover for officers and at any other time this may be required.
  • Deal with tenants' queries as necessary, for example, regarding rents and other charges and offering assistance on repairs issues when the Customer Services Officers are not available and taking rent payments.
  • Service and take minutes of team, departmental and any other meetings as required, and word process minutes taken by team members when required.
  • 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

To be successful in this role, you will need:

  • GCSE or equivalent in English and Math.
  • Office procedures and systems.
  • Good written and verbal communication.
  • Ability to prioritise 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.
Benefits

We offer a competitive salary of £26,000 per annum with up to 10% pension contribution, as well as a range of additional benefits including flexible-working, life assurance, employee wellbeing app, online GP service, cycle to work, and opportunities for self-development and volunteering.

", "lang_code": "en"}