Complaints and Enquiries Officer

Complaints and Enquiries Officer

East London | Hybrid - 1 day in office, 4 days remote
Rate: £32.83 per hour Umbrella
Initial Contract Length: 3 months
Working Hours: 36 hours per week
IR35 Status: Inside IR35

Role summary

You will provide a comprehensive and effective complaint handling and resolution service for residents, with a particular focus on housing disrepair complaints. You will investigate Stage 1 Housing Management and Assets complaints, working closely with contractors and internal teams to resolve issues and deliver satisfactory outcomes for residents.

You will also support the delivery of high-quality responses to Members' Enquiries, Freedom of Information requests and Subject Access Requests.

What you will do as a Complaints and Enquiries Officer

• Manage and investigate Stage 1 housing complaints, with a particular focus on housing disrepair cases.
• Take ownership of escalated and complex customer issues, investigating concerns and working towards effective resolutions.
• Work closely with contractors, housing teams and other stakeholders to investigate complaints and establish what action is required.
• Hold unscripted telephone conversations with residents and relevant parties to gather information and fully understand individual cases.
• Review case information to establish whether policies and processes have been followed correctly.
• Produce clear, accurate and professional written complaint responses, explaining complex issues in plain English.
• Respond to Members' Enquiries and support Freedom of Information and Subject Access Requests.

What you will need as a Complaints and Enquiries Officer

• Demonstrable experience of complaint handling, ideally within housing, local government or a similar environment.
• Experience dealing with housing disrepair complaints would be highly beneficial.
• Excellent written communication skills with the ability to produce formal complaint responses about complex issues in clear, accessible language.
• Strong information-gathering and analytical skills, with the ability to determine whether relevant policies and processes have been correctly followed.
• Confidence conducting unscripted telephone conversations to obtain the information required to investigate complaints.
• Strong relationship-building skills with the ability to engage effectively with residents, colleagues, contractors and wider stakeholders.
• Demonstrable negotiation and influencing skills when dealing with residents, internal teams and external partners.

What's on offer

• £32.83 per hour Umbrella
• 3-month initial contract
• 37 hours per week
• Hybrid working - 1 day in the East London office and 4 days remote
• Opportunity to work on complex housing complaints and make a direct impact on the service provided to residents.

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