Job Title: Complaints Officer
Location: Stratford
Salary: £28,000 per annum
Sector: Social Housing Maintenance

Complaint Handling

• Proactively respond to expressions of dissatisfaction at the initial stage, preventing escalation wherever
• Investigate and register all complaints and report in accordance with company and client Ensure all MP/Councilor enquiries and complaints are investigated and resolved efficiently and within target timescales, advising residents and clients of their outcomes.
• Ensure all complaints are recorded on the Company’s Central Complaints Log as well as on any logs or trackers required to be completed by the clients for each contract.
• Visit and meet residents in their homes where possible, or co-ordinate a home visit when required or requested, dealing with their needs and queries ensuring they are kept always informed.
• Liaise closely with contract operational teams to arrange appointments for further works, if required, and ensure these are carried out and completed to the resident’s
• Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Head of Customer Services / Divisional Manager
• Respond to expressions of dis-satisfaction received from residents via the text message CSAT survey within agreed timescales and ensure the issues are
• 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
• Act as point of contact for nominated clients, attending monthly contract meetings and suppling relevant

Key Knowledge

• Knowledge of complaint handling processes and procedures is essential.
• Knowledge of the Housing Ombudsman guidelines and the Social Housing White Paper is essential.
• Proven understanding of Customer Care with reference to vulnerable people is
• Demonstrable knowledge and experience of complaint procedures and those of our clients is
• A good working knowledge of Microsoft Office