Job Description

• To support the Housing & Refugees services in responding to complaints and enquires, working with colleagues across the different teams to ensure that responses are provided in line with statutory and corporate timescales.
• Monitor and ensure residents are responded to within agreed timescales and ensure the issues are addresses, with the appropriate action taken regarding feedback.
• To maintain, review and update where necessary all information for the residents and for internal staff on procedures for handling complaints and template letters.
• To act as the first point of contact for housing residents who wish to make a complaint under one of the procedures.
• To register complaints and to record, monitor and report on progress of complaints and compliance with statutory and corporate procedures as required.
• To be responsible for co-ordinating response for complex and sensitive cases and those cutting across internal and external provider organisations ensuring all relevant parties are appropriately involved.
• To contribute to the continuous improvement of the services of the housing service on customer engagement.

Requirements

• Educated to GCSE \'A\' Level, or NVQ Level, or having equivalent experience of working in a busy office environment.
• Understanding complaints handling processes and experience of resolving complaints or complex customer service queries.
• Experience of, and competency in, using a range of Microsoft Office software, including Word, Excel and Outlook.
• Ability to use information and communications technology to maintain up to date information and retrieve information quickly and accurately to help customers.

Contract

• Initial 3 month Contract
• Monday to Friday 9am to 5pm
• PAYE via Umbrella

If you are interested in this position APPLY NOW! or email your updated CV to Damilola.Alabede@voxconsultants.com

Vox Network Consultants