Complaints Handler

Howells Solutions Limited; Greater London; On-site; GBP 41,000 - 43,000; Full time

Job summary

Howells Solutions Limited is seeking a Complaints Handler / Officer for a repairs and maintenance contractor in Kingston upon Thames. This full-time, on-going temporary role handles Stage 1 and Stage 2 complaints within the Repairs and Maintenance service, ensuring responses within agreed targets and maintaining records.

The role requires experience in customer service, knowledge of housing providers, and the ability to work in a busy environment.

Qualifications

• Previous experience in a customer service environment is essential.
• Experience with Local Authorities or Registered Housing Providers is desirable.
• Proven ability to work in a busy environment and meet deadlines.
• Knowledge of Reactive Maintenance Services is desirable.

Responsibilities

• Respond to customer care issues and dissatisfaction.
• Create action plans to resolve complaints.
• Respond to concerns at early stages to prevent escalation.
• Investigate and register all complaints per procedures.
• Ensure MP and Councillor enquiries are investigated and resolved within targets.
• Maintain complaints log and analyse data for trends and improvements.
• Arrange follow-up appointments and ensure completion to residents' satisfaction.
• Arrange compensation or goodwill gestures with approval.
• Respond to dissatisfaction via text messages within timescales.
• Ensure resident surveys are conducted and acted upon; produce monthly survey reports.

Skills

Customer service

Complaint handling

Communication

Time management

Tools

CRM software

MS Office

Job description

Complaints Handler / Officer - Repairs and Maintenance in Social Housing

Based in Kingston upon Thames

Full time, on-going temp contract

£19.55 - £20.78 per hour (umbrella), 40 hour week

We are currently recruiting for a leading repairs and maintenance contractor who is looking for a Complaints Officer to join their team in Kingston upon Thames on an on-going temporary contract. In this role, you will be responsible for handling Stage 1 and Stage 2 complaints within the Repairs and Maintenance service.

Duties and Responsibilities

• Respond to customer care issues and expressions of dissatisfaction.


• Create action plans to ensure complaints are resolved effectively.


• Proactively respond to concerns at the earliest stage to prevent escalation where possible.


• Investigate and register all complaints, reporting in accordance with company and client procedures.


• Ensure all MP and Councillor enquiries and complaints are investigated and resolved efficiently within agreed targets, keeping residents and clients informed of outcomes.


• Maintain the company's complaints log and analyse data to identify trends, lessons learned, and opportunities to improve services.


• Arrange appointments for any follow-up works required and ensure these are completed to the resident's satisfaction.


• Arrange compensation or goodwill gestures where appropriate, subject to approval by the Customer Service Manager / Divisional Manager.


• Respond to expressions of dissatisfaction received via the text message service within agreed timescales and ensure issues are addressed.


• Ensure resident telephone surveys are conducted and recorded, taking appropriate action based on feedback.


• Produce a monthly report outlining survey findings and actions taken to address any issues identified.

Key Experience

• Previous experience working in a customer service environment is essential.


• Experience working with Local Authorities or Registered Housing Providers is desirable.


• Proven ability to work in a busy environment and meet challenging deadlines.


• Knowledge of Reactive Maintenance Services is desirable.

You will be working for a modern, forward-thinking organisation that believes the strengths, skills, and personalities of its people are key to the group's success.