We are seeking a dedicated and compassionate Complaints Officer to join our Social Housing team on a temporary basis. The successful candidate will handle and resolve complaints from tenants and residents, ensuring that issues are addressed promptly and effectively. The role requires excellent communication skills, a strong understanding of social housing policies, and a commitment to delivering high-quality customer service.
Key Responsibilities
- Complaint Handling: Receive, log, and manage complaints from tenants and residents through various channels (phone, email, in-person).
- Investigation: Conduct thorough investigations into complaints, gathering relevant information and evidence to understand the root cause of issues.
- Resolution: Develop and implement effective solutions to resolve complaints, working closely with other departments as necessary.
- Communication: Maintain clear, compassionate, and timely communication with complainants, keeping them informed throughout the complaint process.
- Record Keeping: Maintain accurate and up-to-date records of all complaints and their resolutions in the complaint management system.
- Reporting: Prepare regular reports on complaint trends and outcomes for senior management.
- Policy Development: Assist in the development and review of policies and procedures related to complaints handling.
- Continuous Improvement: Identify opportunities for service improvements based on complaint data and feedback.