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Complaints Officer

Reed
Job LocationCamden Town
EducationNot Mentioned
Salary£29,000 - £32,000 per annum, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

The roleWe have a fantastic opportunity for someone to join us in the position ofProperty Services Complaints Officer in Camden, London.Salary: £29,000 to £32,000Location:Hybrid - 3 days in the Camden office and 2 working from home (subject to business needs)Your responsibilities willinclude:

  • Managing a caseload of complaints received from our Residents and Service Users via email, telephone, and our Resident Portal.
  • Assess, analyse, and investigate each complaint. Adhere to our internal Stage 1 complaints processes and deadlines utilising Housing Ombudsman Guidance.
  • Liaise with and develop engagement processes with all relevant colleagues within the Property Services Division.
  • Collate information and prepare Stage 1 complaint responses.
  • Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
  • Capture the lessons learnt and ensure these are shared with each management team.
  • Monitor and where applicable manage the aftercare following the customers concerns post complaint response, ensuring relevant works are booked for resolution. This will involve liaising with technical staff, surveyors, and contractors.
  • Ensure accurate records are up to date on our CRM system.
  • Offer latest ideas and innovations on how to improve all aspects of customer service within the Directorate.Please Let me know if youd be interested in this role - Joe . Applin @ Reed. com

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