Customer Complaints Advisor

Customer Complaints Advisor

Fixed Term Contract – 1yr

£24,000 per annum

Based in Slough

Our client, a large building maintenance company who look after a social housing contract, are looking for somebody to join their busy team as a Customer Complaints Advisor.

Your main responsibilities will be as follows:

• Liaising with tenants
• Logging all incoming customer complaints via the complaint’s inbox, as well as updating and maintaining the complaints spreadsheet
• Sending updated complaints log to colleagues such as Managers and Supervisors, also to clients
• Ensuring you are working towards timeframes
• Formatting response letters to tenants regarding complaints
• Updating in-house system to inform Planners and Operatives of the outstanding jobs, informing which jobs are complaints
• Looking into repair history of tenant’s homes via the in-house system, to ensure the relevant jobs and recalls are being seen to
• Allocating the jobs/recalls to relevant operatives
• Liaising with Quality Inspector’s, arranging when they should visit tenants’ homes and finding out what the required work is after visits
• Following up checks on jobs/recalls in progress
• Uploading reports and pictures regarding jobs onto the shared server
• Raising concerns with relevant Managers and Supervisors regarding repeat issues/complaints
• Making sure post inspections are in place following completion of jobs/recalls
• Answering any client questions/queries
• Working closely with planner/scheduler, operational and admin teams
• Attending team meeting
• Making sure Managers are aware of any problems or delays in advance
• Work toward H&S regulations

Requirements:

• To be efficient in both written and verbal communication

• You must be flexible – be able to cover last minute shifts
• Have a responsive repairs background
• Complaints coordination background
• Have IT Skills (especially Excel spreadsheets)
• Be able to prioritise tasks/duties

Social housing experience is advantageous.

Please apply with your most up-to-date CV.

Reference contacts will be required upon application.

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