Customer and Complaints Liaison Officer

2 days ago

West Malling, United Kingdom Howells Solutions Full time

**Customer and Complaints Liaison Officer**

**up to 26k**

**Permanent**

**West Malling**

Do you have xcellent customer contact and care skills? Do you have proven organisation skills along with the determination to further your career in an exciting new position? If so, we may be able to help you

Here at Howells Solutions we are working with a leading, Social Housing and regeneration contractor to find a successful and proactive Customer and Complaints Liaison Officer to join their team in West Malling.

As a Customer and Complaints Liaison Officer it will be your job to facilitate the smooth running of repairs by building and maintaining positive relationships to all internal and external customers. The main purpose of the role is to provide an efficientand effective customer care service, liaising with customers, contractors, operatives, and management teams whilst maintaining effective working relationships.

Customer and Complaints Liaison OfficerKey Responsibilities include:

- Seek continuous improvement in customer liaison procedures whilst sharing best practice with other departments.
- Arrange satisfaction surveys for residents, tracking and collating responses accordingly.
- Work with staff of all levels to use feedback to improve our service for our clients and customers.
- Ensure all customer services procedures are administered in line with complaints policies and procedures.
- Be responsible to accurate reporting internally and externally.
- Provide lessons learnt sessions for all complaints and share with management for improvement opportunities to be implemented. Identifying any necessary actions following the lessons learnt process and monitoring progress on all complaints.
- Reporting and analysing of all complaint/ unsatisfied residents for performance improvement in order to maintain/improve client satisfaction. Conduct analysis of the trends in both the number of complaints that have been received, to identify common andrecurring trends.
- Assessing where high risk/vulnerable residents are present, obtaining relevant information and highlighting these through line management making sure they have all necessary information to ensure needs are managed appropriately.

**Skills, Experience & Qualifications**
- Customer service experience, or resident liaison experience
- Basic understanding of construction in social housing and occupied homes.
- Report writing skills
- Proven analytical skills
- Proven excellent customer service experience
- Knowledge of all MS Office packages
- Planning/scheduling experience

You will be working for a modern, forward thinking business; that believes the strengths, skills and personalities of their people are the key to the group's success.

This is a full time, permanent role paying up to 30k.

**Applications

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