Complaints /Resolution Officer (Housing)

Daniel Owen Ltd; London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading social housing organization is seeking a Housing Complaints / Resolutions Officer to start ASAP. This hybrid role involves handling customer complaints, supporting compliance performance, and managing a large caseload effectively. Candidates must possess excellent communication skills and the ability to improve customer service, alongside proficiency in Microsoft Word and Excel. This position offers an opportunity to contribute to service improvements and ensure that statutory obligations are met.

Qualifications

• Excellent complaint handling and communication skills.
• Proficiency in Microsoft Word and Excel.
• Ability to manage large caseloads and liaise with external parties.

Responsibilities

• Handling customer complaints and member inquiries.
• Compiling reports and monitoring KPIs.
• Resolving statutory and non-statutory complaints and ensuring smooth operations.

Skills

Complaint handling

Communication skills

Problem-solving

Customer service improvement

Calm under pressure

Tools

Microsoft Word

Microsoft Excel

Job description

Housing Complaints / Resolutions Officer Role to start ASAP

Responsible for handling customer complaints, member and MP enquiries, statutory enquiries

SE London

Hybrid Working - 2 days in the office / 3 days from home

Temp to Perm Role

• Dealing with stage 1 complaints

Leading social housing organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day-to-day repairs service to residents and front-line staff. The role will include answering phones, supporting management in compiling reports, monitoring KPIs, and dealing with day-to-day queries from front-line staff, ensuring they are routed appropriately within the team.

We're looking for individuals who can support operational tasks and also bring innovative ideas to improve services in a citizen-focused, simple, and transparent manner. The role involves ensuring the council meets its obligations in handling statutory and non-statutory complaints, resolving issues, and promoting shared learning for service improvements.

Key skills:

• Handling large caseloads
• Liaising with solicitors and contractors
• Maintaining accuracy and completeness of work, remaining calm under pressure, making informed decisions
• Excellent complaint handling and communication skills, with a focus on improving customer service
• Taking responsibility for personal learning and development
• Proficiency in Microsoft Word and Excel
• Excellent verbal and written communication skills