Castlefield Recruitment are currently recruiting a Complaints Officer for a Housing Association based in Merseyside. The role is on an initial 4-month temporary contract, with strong possibility of being made permanent. The hourly rate is £22.45 per hour and office attendance is required 5 days per week.
The role:
* Manage a caseload of stage 1 and 2 complaints in relation to all service areas across the organisation, primarily repairs
* Investigate complaints and respond to the customer within timescales, acting as the single point of contact for the customer throughout
* Record, monitor and report on the progress of complaints and ensure compliance with statutory and internal procedures
* Monitor the implementation of complaint decisions, remedies and recommendations on service delivery, including ensuring goodwill and compensation payments are issued to the customer when appropriate
* Ensure all actions and interventions are recorded within the Case Management System
What you need:
* Experience of working in complaint handling, preferably within social housing or a similar environment
* Knowledge of the Housing Ombudsman’s Complaint Handling Code and Government’s Social Housing White Paper
* Good verbal and written communication skills