Complaints officer

HAYS

Location: Not Specified
Salary: From 29000.00. uopto 32000.00. Paid Annual.
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WORK PERMIT:
All applicants must be based in the UK and confirm that they are able to prove their eligibility to work in the UK.

Job Description

Property Services Complaints officer permanent position based in Camden Town. Hybrid working

Camden town based - Permanent

Salary: £29,000 to £32,000 PA
Hybrid - 3 days in office per week

The successful candidate will:

  • Minimum of three years customer service experience
  • Experience of working in the Housing/Property sector (essential)
  • Complaints and Aftercare handling (essential)
  • Managing a caseload of complaints received from our Residents and Service Users via email, telephone, and our Resident Portal.
  • Assess, analyse, and investigate each complaint. Adhere to our internal Stage 1 complaints processes and deadlines utilising Housing Ombudsman Guidance.
  • Liaise with and develop engagement processes with all relevant colleagues within the Property Services Division.
  • Collate information and prepare Stage 1 complaint responses.
  • Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
  • Monitor and where applicable manage the aftercare following the customers concerns post complaint response, ensuring relevant works are booked for resolution. This will involve liaising with technical staff, surveyors, and contractors.
  • Ensure accurate records are up to date on our CRM system.


  • What you'll need to succeed
    Experience of working in the Housing/Property sector

    What you need to do now

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