23+ Howells Solutions Limited Jobs

Complaints Handler/Resident Liaison Officer - Repairs and Maintenance in Social Housing
Based in East London
Full time, permanent
28,000 per annum

Howells Solutions are working with a leading Social Housing repairs & maintenance contractor to recruit a full time, permanent Complaints Handler to join their team based in East London:

Duties:

• Customer Care and dissatisfaction response.
• Occasional visits to tenants
• Proactively responding to expressions of dis-satisfaction at the initial stage, preventing escalation wherever possible.
• Investigate, register and report all complaints in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes.
• Building relationships and rapport with tenants and the client, keeping them informed at all times via phone, email and letter.
• Writing written response to complaints.
• Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve service.
• Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction.
• Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager.
• Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed.
• Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.

Key Experience

• Experience working in a complaints handling role.
• Confident compiling written response to complaints via email and letter.
• Previous experience of working with Local Authorities or Registered Housing Providers is desirable.
• Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential.
• Knowledge of Reactive Maintenance Services is desirable.

If you're interested in this role, please apply online or call Meg on (phone number removed) for more information!

Applications

If you feel that you have the relevant experience to be successful in this position and would like to find out more please apply online today attaching a copy of your current CV. Alternatively contact us on (phone number removed).

Howells Solutions are an Equal Opportunities employer. All applications will be dealt with in the strictest confidence. Howells Solutions acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies.