Complaints Handler

Job description

18 Recruitment are looking for an office based Complaints Handler to join their Social Housing contractors team based in Stratford on a full time, 12 month fixed term contract.

Responsibilities include;

* Complaints handling, proactively responding to complaints, preventing escalation wherever possible.

* Visit residents in their homes when required or requested and dealing with their needs and queries ensuring they are always kept informed

* Service improvement, report on trends relating to employee conduct and escalate concerns where appropriate

* Meet with RLOs to discuss complaints, performance against client KPIs

* Community engagement, attend resident surgeries and assist vulnerable people report their repairs

* Organise resident consultation events and attend resident association meetings as required

Essential Requirements:

* Knowledge of complaint handling processes and procedures

* Proven understanding of Customer Care with reference to vulnerable people is

* Experience of handling complaints and responding to customer dissatisfaction

* Experience of making timely and rational decisions, based on relevant information and experience