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Complaints Resolution Officer

Hammersmith, London
105 days ago
Contract type


I am currently recruiting for a Complaints resolution officer for a temporary to permanent position with a large social housing contractor.

The main duties are as follows:
*Provide verbal and written support and information to customers during any repairs and maintenance activity as appropriate.
*Lead, administrate, respond to, and analyse a range of complaints within specified deadlines. Undertake investigations, collect and present evidence as required. Manage a number of cases simultaneously and regularly update the customer and client team.
*Support customers in submitting liability claim forms for insurance cases and assist the insurance team in their investigations.
*Liaise with internal teams, subcontractors, the client and customers and keep your line manager informed of your workload and any difficulties in obtaining information.
*Maintenance and correlation of all records, files and incoming documents that relate to the Customer Service function, including the creation of tenant profiles.
*Use computerised internal and external call handling systems to effectively deal with all levels of customer calls.
*Liaise with the Planners to ensure that jobs are allocated effectively and efficiently.
*Back office lead and support for sensitive directed works on site and carry out end to end quality assurance inspections and audits to ensure that all works are carried out to agreed standards.
*Use internal and external systems to record and measure divisional KPIs, producing reports on a regular and ad hoc basis.
*Monitor the service to ensure delivery in line with all performance indicators.
*Ensure quality and productivity are always at the highest possible levels. Highlight and implement improvements that will reduce volume and pattern of complaints and improve quality of service.
*Regularly travel to and participate in site, project team, customer forum and evening meetings, as required.
*Participate in an on-call rota if required.
*Induct and train new team members ensuring that you adhere to Mitie policies and procedures.

Salary: £25,000+ per annum depending on experience

Please apply with an up to date CV or call Lucy on 02072643466

Retinue Solutions is committed to equality in the workplace and is an equal opportunity employer.
Retinue Solutions is acting as an Employment Business in relation to this vacancy.

Ad ID: 1209861041

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