Resident Complaints & Service Improvement Officer

MMP Consultancy Limited; Croydon; On-site; GBP 28,000 - 36,000; Full time

Job summary

MMP Consultancy Limited is seeking an experienced Complaints Officer to support four workstreams within a social housing contract. The role is based between our office and the client's office in Croydon, with full-time hours (office-based) and a temp-to-perm contract.

Responsibilities include managing complaints from receipt to resolution, liaising with operational teams and clients, maintaining records, and providing updates to residents.

Qualifications

• Experience in a demanding complaints-handling or customer service environment.
• Excellent communication and customer service skills.
• Strong organisational skills and attention to detail.

Responsibilities

• Manage customer complaints from receipt through to resolution.
• Investigate issues and coordinate responses with operational teams and clients.
• Maintain accurate records and ensure complaints are resolved within agreed timescales.
• Provide regular updates to residents and stakeholders.
• Support service improvement by identifying trends and recurring issues.

Skills

Complaints handling

Customer service

Communication skills

Organisational skills

Stakeholder management

Job description

MMP Consultancy Limited is seeking an experienced Complaints Officer to support four workstreams within a social housing contract. The role is based between our office and the client's office in Croydon, with full-time hours (office-based) and a temp-to-perm contract.

Responsibilities include managing complaints from receipt to resolution, liaising with operational teams and clients, maintaining records, and providing updates to residents.