Housing Complaints & Correspondence Officer
Lewisham
Job Role
To provide support to Repairs Services complaint respondents and ensure complaint responses are within the statutory timescales. To negate and prevent the escalation of the complaint through a high level of empathy and a resident focus.
Key Responsibilities
To provide and promote a professional and good quality service to both internal and external customers.
To deal with all Repair Service focused complaints in a professional manner, following them up on completion to ensure customer satisfaction and prevent escalation and negotiating and managing resolutions.
To ensure all complaint responses to Informal, stage 1, General Enquiries, MP, Mayoral, Councillor, Freedom of Information and Chief Executive Enquiries are provided to the customer within required timescales.
To be the lead officer responsible for complaints allocated to you, being the main point of contact for internal and external stakeholders throughout the complaint process.
To manage multifaceted complaints and enquiries. Liaising cross departmentally, ensuring a high standard of quality on co-ordinated responses. Challenging and seeking information as necessary.
To provide support, training and guidance to repairs staff on iCase, customer enquiries, complaints policies and procedures, feeding back at regular meetings with service managers.
To provide key learning outcomes from resolved complaints, focusing on positive ways of improving the service to prevent further escalation or future complaints.