Complaints Resolution Specialist

4 days ago


West Midlands, United Kingdom James Andrews Recruitment Solutions Ltd Full time
Job Description

**Job Summary**

James Andrews Recruitment Solutions Ltd is seeking a highly skilled Complaints Coordinator to join our team on a temporary contract. The ideal candidate will have experience working with investigating complaints from start to completion within social housing and hold a full UK Driving License.

Key Responsibilities:

  • Attend tenant's properties and investigate Stage 1 complaints in relation to repairs and maintenance issues within their properties.
  • Manage the whole complaints process from initial complaint made until completion and sign off.
  • Hold responsibility for coordinating the full investigation of all Stage 1 complaints.
  • Be responsible for updating all complainants throughout the investigation and conducting the formal response of all complaints.
  • Accurately log all complaints and raise these accordingly.
  • Produce written response letters and reports to complaints.
  • Liaise with contractors to book in appointments and repairs in relation to complaints raised by tenants and their respective properties.
  • Liaise with in-house repairs teams, corporate teams and contractors to ensure complaints are dealt with and managed appropriately.
  • 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 required in Social Housing.
  • Must have worked within a complaints team before.
  • Ideally have good knowledge of the housing ombudsman code but this isn't an essential requirement.

Skills and Knowledge:

  • Risk assessment and management.
  • Compliance and due diligence.
  • Excellent customer service skills.

Working Hours:

  • 37 hours per week.
  • All office and site based.
  • Monday – Friday, 9am-5pm.

Please note that you require recent experience to apply for this role.



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