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Repairs Complaints/Casework Officer- South East London

December 17, 2024 | Comments Off on Repairs Complaints/Casework Officer- South East London

Repairs Complaints/Casework Officer
SE London
£22-23p/h
Housing and Repairs

Hybrid Working - 1 day working in the office

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

  • Excellent organisational / case management skills, with experience of prioritising your own workload, ensuring that complaints, dissatisfaction, MP, Councillor or Executive enquires are responded to within required timescales.
  • To ensure all complaints and enquiries are dealt with in a professional manner.
  • Good interpersonal skills and the ability to remain calm and resilient in any difficult situation.
  • Proactively liaise with the complainant to keep them informed about progress and manage their expectations regarding a realistic outcome.
  • Having a structured, objective and transparent approach to how you make decisions, being able to assess situations and understand risk

We're looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent. In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements.

Key skills:

  • Dealing with Stage 2 complaint responses
  • Handling large case loads
  • Liaising with Solicitors/Contractor's
  • 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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