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Job Title: Complaints Officer
Location: Stratford
Salary: 30,000 per annum
Sector: Social Housing Maintenance
x4 month FTC with possible extension - must have social housing experience
Complaints Officer investigates, registers, and responds to customer complaints, ensuring they are resolved professionally and in line with company and client procedures. Key duties include proactive customer service, managing complaint logs, providing updates to residents and clients, and using feedback to suggest service improvements. The role often requires strong communication skills, problem-solving abilities, and the capacity to handle face-to-face meetings with residents.Core responsibilities
- Complaint handling:
Proactively respond to dissatisfaction, investigate complaints, and ensure resolution within target timescales. - Record keeping:
Maintain a central complaints log and client-specific logs, ensuring all issues are accurately documented. - Communication:
Inform residents and clients of complaint outcomes and address their needs and queries effectively through various channels. - Service improvement:
Analyze complaint trends to identify lessons learned and provide recommendations for improving services. - Logistics:
Arrange appointments for further work, manage compensation or goodwill gestures (with approval), and conduct resident surveys. - Collaboration:
Work with operational teams to ensure customer concerns are addressed and managed appropriately.
Required skills and qualifications
- Excellent communication and interpersonal skills, including a professional telephone manner.
- Strong problem-solving abilities and the capacity to make timely and rational decisions.
- Experience in a customer service or complaints handling role is beneficial.
- Proficiency in IT and administrative tasks.
- The ability to work proactively to prevent complaints from escalating.
If you feel this COMPLAINTS OFFICER position is of interest to you, please either apply for the position directly or call Natasha on (phone number removed). OR send your CV directly to:
