Property Services Complaints Officer

Job Description

Property Services Complaints OfficerWe are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs. We are part of Riverside, a group of complementary businesseswith a charitable housing association at its core. We believe in creating places that people can call home, supporting people to live well and building lasting homes and communities.Our Property Services team is knowledgeable, skilled, friendly and we love what we do. We are passionate about the high quality of service we provide.We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.Join our Property Services team as a Property Services Complaints OfficerHousing sits at the heart of our organisation. We believe that everyone deserves a safe, secure, affordable home. Our Property Services team is crucial in helping us deliver on this vision.The team works on the provision and maintenance of our large portfolio of properties. This demands strong organisational skills and the ability to work collaboratively with customers, other teams and external service providers.We’re an organisation with strong values. We Care, We are Inclusive and We are Trusted. This is what makes us such a great team, working together as one to achieve our vision of Transforming Lives, Revitalising NeighbourhoodsThe 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.

What you will need to succeedWe are looking for someone who believes in working together as part of a team, who shares our values and isfriendly and positive.The successful candidate will:

• Minimum of three years customer service experience
• Experience of working in the Housing/Property sector
• Complaints and Aftercare handling
• Advanced IT skills and literacy
• Excellent communication skills, both oral and written
• Self-motivated, resilient, assertive and confident
• Excellent organisational skills

The offerOur Life@One bene...