Customer Complaints Advisor

CMS - Recruitment; Langley; On-site; GBP 21,600 - 26,400; Full time

Job summary

A leading building maintenance company is seeking a Customer Complaints Advisor for a fixed-term contract in Slough. The role involves managing tenant complaints, coordinating with teams, and ensuring compliance with health and safety regulations. Ideal candidates will have strong communication skills and relevant experience in complaints management.

Qualifications

• Efficient in both written and verbal communication.
• Responsive repairs background is preferred.
• Experience in complaints coordination.

Responsibilities

• Liaising with tenants and logging complaints.
• Updating the complaints spreadsheet and in-house system.
• Allocating jobs to operatives and following up on progress.

Skills

Communication

Flexibility

IT Skills

Prioritization

Tools

Excel

Job description

Customer Complaints Advisor

Fixed Term Contract – 1yr

£24,000 per annum

Based in Slough

Our client, a large building maintenance company who look after a social housing contract, are looking for somebody to join their busy team as a Customer Complaints Advisor.

Your main responsibilities will be as follows:

• Liaising with tenants
• Logging all incoming customer complaints via the complaint’s inbox, as well as updating and maintaining the complaints spreadsheet
• Sending updated complaints log to colleagues such as Managers and Supervisors, also to clients
• Ensuring you are working towards timeframes
• Formatting response letters to tenants regarding complaints
• Updating in-house system to inform Planners and Operatives of the outstanding jobs, informing which jobs are complaints
• Looking into repair history of tenant’s homes via the in-house system, to ensure the relevant jobs and recalls are being seen to
• Allocating the jobs/recalls to relevant operatives
• Liaising with Quality Inspector’s, arranging when they should visit tenants’ homes and finding out what the required work is after visits
• Following up checks on jobs/recalls in progress
• Uploading reports and pictures regarding jobs onto the shared server
• Raising concerns with relevant Managers and Supervisors regarding repeat issues/complaints
• Making sure post inspections are in place following completion of jobs/recalls
• Answering any client questions/queries
• Working closely with planner/scheduler, operational and admin teams
• Attending team meeting
• Making sure Managers are aware of any problems or delays in advance
• Work toward H&S regulations

Requirements:

• To be efficient in both written and verbal communication

• You must be flexible – be able to cover last minute shifts
• Have a responsive repairs background
• Complaints coordination background
• Have IT Skills (especially Excel spreadsheets)
• Be able to prioritise tasks/duties

Social housing experience is advantageous.

Please apply with your most up-to-date CV.

Reference contacts will be required upon application.