Complaints Correspondence Officer

3 Months contract with a Local Authority

Job Summary:

To provide support to Repairs Services complaint respondents and ensure complaint responses are within the statutory timescales. To negate and prevent the escalation of the complaint through a high level of empathy and a resident focus.

Key Duties/Accountabilities

The responsibility for the Repairs Service complaints performance ensuring we meet our KPI s.

To provide and promote a professional and good quality service to both internal and external customers.

To deal with all Repair Service focused complaints in a professional manner following them up on completion to ensure customer satisfaction and prevent escalation and negotiating and managing resolutions.

To ensure all complaint responses to Informal stage 1 General Enquiries MP Mayoral Councillor Freedom of Information and Chief Executive Enquiries are provided to the customer within required timescales.

To be the lead officer responsible for complaints allocated to you being the main point of contact for internal and external stakeholders throughout the complaint process.

To manage multifaceted complaints and enquiries. Liaising cross departmentally ensuring a high standard of quality on coordinated responses. Challenging and seeking information as necessary.

To provide support training and guidance to repairs staff on iCase customer enquiries complaints policies and procedures feeding back at regular meetings with service managers.

To provide key learning outcomes from resolved complaints focusing on positive ways of improving the service to prevent further escalation or future complaints.

To support the Customer Relations Team when required including the allocation of complaints and performing system maintenance. In addition to acting as an intermediary between Repairs CRT and for any cross departmental support required.

To review all complaint responses and ensure all actions detailed are uploaded to the complaints system tasked to the relevant team member with the appropriate action timeframe.

To manage the compensation aspect of the complaint and provide supporting documentation to the Finance Team for audit.

Support inbox management when required.

Essential Experience Required:

Experience within a customer focused environment is essential.

Experience within repairs sector ideally within the public sector is essential.

Essential Qualification Required:

Educated to GCSE grade AC standard qualification is essential.

Additional information to note:

Working hours: 36 hours per week.

The role is hybrid. The candidate will be expected in the office Tuesday Wednesday and Thursday WFH Monday and Friday.

The closing date for this position is 13^th June 2024.