Complaints Handler/Planner- Social Housing
Location: Hertford
Salary up to £29k
Full-Time, Permanent position
We are working with a leading social housing repairs & maintenance contractor to recruit a successful and proactive Complaints Administrator/Planner to join their team in Hertford, assisting with the smooth running of a reactive maintenance contract.
It will be your responsibility to liaise with residents to resolve complaints and prevent and limit dissatisfaction quickly and efficiently.
Key responsibilities include:
- Customer Care and Dis-satisfaction response
- Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
- Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes.
- Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
- Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager
- Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed
- Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.
Key Experience
- Experience of working within a customer services / complaints handling environment is essential
- Previous experience of working with Local Authorities or Registered Housing Providers is desirable
- Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential
- Knowledge of Reactive Maintenance Services is desirable
- Driving licence essential as this role requires occasional travel to properties in Kingston & surrounding areas
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.
If you're interested, please apply online or call Meg on for more info!