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Job Title: Complaints Administrator
Location: Stockwell
Salary: 35,000 (pro rata)
Job Type: Contract/Part time (21 hours per week)
Education: A Level or Equivalent
About the role:
To support the effective resolution of customer complaints by coordinating communication, tracking progress, and ensuring timely responses in line with organisational policies and service standards. The role focuses on delivering a positive customer experience, maintaining accurate records, and working collaboratively with internal teams to drive continuous improvement and reduce complaint escalation.
Duties and Responsibilities:
Complaint Management
- Collaborate with the Customer Resolution Manager to ensure timely completion of complaint issues and repairs are completed within the agreed target,
- Implement and maintain a 'Live' Action Tracker system to provide real-time visibility and accuracy into the status of all complaints resolutions.
- Engage directly with residents to support the investigation and resolution of complaints, ensuring their concerns are accurately understood and addressed..
- Assist in the resolution of complaints by coordinating efforts across relevant departments and maintaining a customer-focused approach..
- Work proactively to reduce the escalation of complaints by addressing issues promptly and effectively at earliest stage.
- Promote internal accountability by encouraging team members to take ownership of issues raised through complaints.
- Support the Customer Resolution Manager in the compiling 'Lessons Learned' from complaints contributing to continuous improvement and sharing insights with the SW9 staffing team.
Customer Service
- Ensure a superior quality customer experience is consistently delivered when supporting the resolution of complaints.
- Work collaboratively with all stakeholders to ensure that the customer is at the centre of all decisions and actions.
- Maintain high levels of customer satisfaction by responding promptly and effectively addressing tenant concerns and feedback.
General
- Inspire and be a role model, consistently demonstrating the SW9 culture and values.
- Attend evening meetings as required.
- Provide assistance to the Head of Customer Services and wider Customer Services Team as reasonably requested.
Standard Responsibilities
Adopt and comply with SW9 values, policies and procedures, and regulatory frameworks including:
- Code of Conduct
- Health and Safety
- Data Protection, privacy, and use of IT resources
- Regulatory standards and probity
- Risks and internal controls framework
- Human Resources policies and procedures
- Equality and diversity
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