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Complaints Handler / Officer - Repairs and Maintenance in Social Housing Based in Kingston upon Thames Full time, permanent £32,000 - £34,000 per annum We are currently recruiting for a leading repairs and maintenance contractor who is looking for a Complaints Officer to join their team in Kingston upon Thames. In this role, you will be responsible for handling Stage 1 and Stage 2 complaints within the Repairs and Maintenance service. Duties and Responsibilities • Respond to customer care issues and expressions of dissatisfaction., • Create action plans to ensure complaints are resolved effectively., • Proactively respond to concerns at the earliest stage to prevent escalation where possible., • Investigate and register all complaints, reporting in accordance with company and client procedures., • Ensure all MP and Councillor enquiries and complaints are investigated and resolved efficiently within agreed targets, keeping residents and clients informed of outcomes., • Maintain the company’s complaints log and analyse data to identify trends, lessons learned, and opportunities to improve services., • Arrange appointments for any follow-up works required and ensure these are completed to the resident’s satisfaction., • Arrange compensation or goodwill gestures where appropriate, subject to approval by the Customer Service Manager / Divisional Manager., • Respond to expressions of dissatisfaction received via the text message service within agreed timescales and ensure issues are addressed., • Ensure resident telephone surveys are conducted and recorded, taking appropriate action based on feedback., • Previous experience working in a customer service environment is essential., • Experience working with Local Authorities or Registered Housing Providers is desirable., • Proven ability to work in a busy environment and meet challenging deadlines., • Knowledge of Reactive Maintenance Services is desirable. You will be working for a modern, forward-thinking organisation that believes the strengths, skills, and personalities of its people are key to the group’s success. Please apply online now!

Complaints Handler / Officer - Repairs and Maintenance in Social Housing Based in Kingston upon Thames Full time, permanent £32,000 - £34,000 oer annum We are currently recruiting for a leading repairs and maintenance contractor who is looking for a Complaints Officer to join their team in Kingston upon Thames. In this role, you will be responsible for handling Stage 1 and Stage 2 complaints within the Repairs and Maintenance service. Duties and Responsibilities * Respond to customer care issues and expressions of dissatisfaction. * Create action plans to ensure complaints are resolved effectively. * Proactively respond to concerns at the earliest stage to prevent escalation where possible. * Investigate and register all complaints, reporting in accordance with company and client procedures. * Ensure all MP and Councillor enquiries and complaints are investigated and resolved efficiently within agreed targets, keeping residents and clients informed of outcomes. * Maintain the company's complaints log and analyse data to identify trends, lessons learned, and opportunities to improve services. * Arrange appointments for any follow-up works required and ensure these are completed to the resident's satisfaction. * Arrange compensation or goodwill gestures where appropriate, subject to approval by the Customer Service Manager / Divisional Manager. * Respond to expressions of dissatisfaction received via the text message service within agreed timescales and ensure issues are addressed. * Ensure resident telephone surveys are conducted and recorded, taking appropriate action based on feedback. * Produce a monthly report outlining survey findings and actions taken to address any issues identified. Key Experience * Previous experience working in a customer service environment is essential. * Experience working with Local Authorities or Registered Housing Providers is desirable. * Proven ability to work in a busy environment and meet challenging deadlines. * Knowledge of Reactive Maintenance Services is desirable. You will be working for a modern, forward-thinking organisation that believes the strengths, skills, and personalities of its people are key to the group's success. Please apply online now. JBRP1_UKTJ