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Complaints Co-ordinator South London

January 28, 2025 | Comments Off on Complaints Co-ordinator South London

Complaints Co-ordinator
South London
26,000k - 30,000k annually
Housing and Repairs

Temporary position

Main Purpose of the job:

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.

The Role: The responsibility for investigating and responding to, complaints that have been allocated to you

  • Act as the first point of contact for tenants or residents who have complaints, whether it's through email, phone, or in-person.

  • Investigate the complaints by gathering information, interviewing relevant parties (e.g., tenants, maintenance staff, or contractors), and reviewing documentation.

  • Ensure complaints are resolved in a timely manner. If necessary, escalate more complex issues to senior management or relevant departments.

  • Keep accurate records of all complaints, investigations, and resolutions. This may involve inputting information into a case management system or database.

  • Keep tenants informed about the status of their complaints and the steps being taken to address them. Also, communicate the outcomes clearly.

  • Ensure that complaints are handled according to the organization's procedures, and ensure that any corrective actions are followed through.

  • Provide excellent customer service throughout the process, ensuring tenants feel heard and that their concerns are taken seriously.

  • Regularly report on trends in complaints, provide insights into recurring issues, and suggest potential improvements in housing policies or maintenance practices.

  • Ensure the organization complies with any relevant housing laws, regulations, or codes when resolving complaints.

Key skills:

  • Dealing with Stage 2 complaint responses
  • Handling large case loads
  • Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.
  • Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.
  • Take responsibility for your own learning and development
  • Excellent PC skills including Microsoft Word and Excel
  • Excellent verbal and writing skills

Looking for someone to start immediately

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