Repairs Complaints Lead - Hybrid, 5-Month Contract

Park Avenue Recruitment; Basildon; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Park Avenue Recruitment is seeking an experienced Repairs Complaints Officer for a 5-month initial contract in the Property Services team. The role is full-time with hybrid working, requiring 2 days in the office.

The job involves owning repairs and property-related complaints end-to-end, ensuring residents receive clear and timely resolutions, and coordinating with repairs teams and external contractors as needed.

Qualifications

• Experience managing Stage 1 and Stage 2 housing complaints.
• Strong investigation and correspondence writing skills.
• Ability to work independently and progress cases.
• Full UK driving licence is advantageous.

Responsibilities

• Managing Stage 1 and Stage 2 complaints relating specifically to repairs and Property Services.
• Handling cases escalated to the Housing Ombudsman and supporting the preparation of formal responses.
• Taking full ownership of complaints from initial investigation through to resolution.
• Producing high-quality, detailed and customer-focused complaint response letters.
• Liaising with repairs teams, contractors, surveyors and other internal services to investigate cases.
• Identifying when a property inspection is required and arranging or attending inspections where appropriate.
• Keeping residents updated throughout the complaints process and ensuring agreed actions are followed through.
• Identifying recurring issues and opportunities for service improvement.

Skills

Complaints handling

Housing Ombudsman

Investigation

Letter writing

Caseload management

Job description

Park Avenue Recruitment is seeking an experienced Repairs Complaints Officer for a 5-month initial contract in the Property Services team. The role is full-time with hybrid working, requiring 2 days in the office.

The job involves owning repairs and property-related complaints end-to-end, ensuring residents receive clear and timely resolutions, and coordinating with repairs teams and external contractors as needed.