Complaints Handler

JR United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in social housing is seeking a dedicated Complaints Handler to join their dynamic team in Croydon. This full-time, permanent role involves managing resident complaints, ensuring high standards of customer care, and proactively addressing issues to improve service delivery. The ideal candidate will have a strong background in complaints handling, excellent written communication skills, and the ability to build rapport with residents and clients alike. Join this forward-thinking organization to make a positive impact in the community and enhance the living experience for tenants.

Qualifications

• Experience in a complaints handling role is essential.
• Confident in compiling written responses to complaints.

Responsibilities

• Respond to customer complaints and maintain the complaint log.
• Investigate and report complaints efficiently to prevent escalation.
• Build relationships with tenants and clients to keep them informed.

Skills

Complaints Handling

Customer Care

Written Communication

Relationship Building

Job description

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Complaints Handler - Repairs and Maintenance in Social Housing

Croydon - with occasional travel to properties

Full time, permanent

We are working with a leading Social Housing repairs & maintenance contractor to recruit a full time, permanent Complaints Handler to join their team based in Croydon. This role will be working on a reactive maintenance contract dealing with incoming complaints as well as visiting residents in their properties so a full driving licence and own vehicle required.

Duties:

• Customer Care and Dis-satisfaction response.
• Proactively responding to expressions of dis-satisfaction at the initial stage, preventing escalation wherever possible.
• Investigate, register and report all complaints in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes.
• Building relationships and rapport with tenants and the client, keeping them informed at all times via phone, email and letter.
• Writing written response to complaints.
• Maintain the Company’s complaint log and use the information to report on trends including the lessons learnt and how to improve service.
• Make appointments for further works, if required, and ensure these are carried out and completed to the resident’s satisfaction.
• Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager.
• Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed.
• 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 arisen.

Key Experience

• Experience working in a complaints handling role.
• UK driving licence and own vehicle essential
• Previous experience of working with Local Authorities or Registered Housing Providers is essential.
• Confident compiling written response to complaints via email and letter.
• Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential.

If you're interested in this role, please apply online!