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Randstad Construction, Property and Engineering
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London, Greater London
Complaints Officer
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Contract Type: Contract |
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Salary: £19 per hour |
Overview
Complaints Officer 35 hours per week £19-23 per hour A Housing Association based in Wembley is looking for a highly suitable candidate to take ownership of all complaint co-ordination and Councillor/ MP enquiries across Network Homes, working together with managers, staff, contractors and stakeholders to resolve problems in a pragmatic way Responsibilities: Ensure a high quality customer experience is achieved by being part of a team that is responsive to the needs of the customer. To accurately record all customer complaints, Councillor and MP enquiries and contact, ensuring that each enquiry is accurately delegated to the business lead, responded in agreed timescales and delivers a professional response. To take ownership of responding where possible to routine and non-complex complaints, and passing on more complex complaints for response, ensuring the customer is kept informed. Ensure the effective flow of communication with the complainant; ensure they are kept up to date at all times with the progress surrounding their complaint. Identify all learning and service improvement opportunities which arise from complaints; make recommendations for changes. Prepare and collate complaint management performance information including analysing data and providing recommendations. Work with the Customer Service Centre to agree the process and manage reporting on informal complaints responded to and closed down. Attend and service 'Review Panel' evening meetings as required, including supporting the preparation of files, distribution of papers, minutes and actions. Have a good understanding of the customer profile and an ability to address the needs of vulnerable customers. Requirements: Complaint coordination and responding to and managing complaint caseloads. Working in a pressurised customer service environment with a strong desire to achieve excellence in all areas of responsibility. Analysing and producing statistical reports. Responding to customer complaints including compiling reports Please apply with your CV within and Taylor Lynch will be in touch. For a confidential chat regarding your application please contact the Public Sector Team on . Still searching? Not all of our vacancies are on our website yet. We're happy to provide a tailored careers guidance service, so for the best chance of finding your ideal opportunity, get in touch with one of our specialist consultants and we will be able to support you with your job search. Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application. Candidates must be eligible to live and work in the UK. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.