Our client, based in the East Midlands, is currently recruiting for a Complaints Officer on a three-month temporary contract.

The position is due to start immediately on a full-time basis. The hourly rate is £17-19 per hour on an umbrella basis.

The ideal candidate must have experience within complaints and have knowledge of building construction.

Duties will include (but are not limited to):

• Promoting customer feedback quality and performance across Property Maintenance and Compliance to ensure a positive impact on outcomes for customers

• Managing complaints for the Property Maintenance and Compliance team, be accountable and responsible for coordinating the investigation of all stage 1 and stage 2 complaints within the SLA

• Holding responsibility for updating all complainants fully throughout investigations and assisting in the formal response of all stage 1 complaints

• Introducing service improvements as lessons learnt from complaints to improve the customer experience and monitor the improvements that are implemented

• Ensuring a continuous improvement culture exists across the service by establishing new ways of working leading to improvements and enhanced customer service

• Working with our contractors to monitor and review the customer complaints raised directly to them, identify trends and promote changes with the contractors that will improve service delivery

• Acting as a champion for the customer service strategy

• Developing and managing a range of customer intelligence (feedback, complaints, compliments, satisfactions, customer contact enquiries and avoidable contact) to provide a base for service improvements and delivery of services focused on customers

Experience required:

• Experience within social housing

• Knowledge and experience of working in complaints

Skills, knowledge and expertise required:

• Knowledge of building and construction

• Knowledge of the Housing Ombudsman code

Working hours:

• 37 hours per week

• Monday – Friday, 9am-5pm

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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