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Property Services Complaints Officer
Eva Quinn Direct Delivery Consultant - Social Housing & Operational Support
Job Description
MMP Consultancy is looking to recruit a Property Services Complaints Officer to join a Housing Provider in North West London on a Permanent Basis.
Key Responsibilities:
* Managing a caseload of complaints received from Residents and Service Users via email, telephone, and Resident Portal.
* Assess, analyse, and investigate each complaint.
* Adhere to 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.
Skills Required:
* Experience of working within a complaint's environment
* A wealth of experience about how to delight customers and manage expectations.
* A 'can-do' attitude
* A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
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