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Complaints & Correspondence Officer

Novax Recruitment Ltd





Posted: 12/06/2024

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Complaints & Correspondence Officer


£22 per hour umbrella

Contract (3 months+)

The Role:

The responsibility for the Repairs Service complaints performance ensuring we meet our KPI's.
To provide and promote a professional and good quality service to both internal and external customers.
To deal with all Repair Service focused complaints in a professional manner, following them up on completion to ensure customer satisfaction and prevent escalation and negotiating and managing resolutions.
To ensure all complaint responses to Informal, stage 1, General Enquiries, MP, Mayoral, Councillor, Freedom of Information and Chief Executive Enquiries are provided to the customer within required timescales.
To be the lead officer responsible for complaints allocated to you, being the main point of contact for internal and external stakeholders throughout the complaint process.
To manage multifaceted complaints and enquiries. Liaising cross departmentally, ensuring a high standard of quality on co-ordinated responses. Challenging and seeking information as necessary.
To provide support, training and guidance to repairs staff on iCase, customer enquiries, complaints policies and procedures, feeding back at regular meetings with service managers.

The Candidate:

Knowledge of repairs within housing services
Moderate understanding of systems, particularly related to Microsoft Packages
A general understanding of Complaints
Experience within a customer focused environment
Experience within repairs sector ideally within the public sector
Educated to GCSE grade A-C standard

How to Apply:

Please submit your application via the contact details provided and you will be contacted with further information about this opportunity or call me on; (phone number removed)

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