We are seeking a dedicated and empathetic Complaints Officer (Stage 1 & 2) with a strong focus on customer service and repairs. In this role, you will be the first point of contact for customers, ensuring that their concerns are resolved efficiently and professionally. You will work in a fast-paced environment, using your excellent communication and problem-solving skills to enhance customer satisfaction. This role will initially be a 3-6 month contract, with the possibility for extension.
Key Responsibilities:
- Handle customer complaints in a timely and professional manner.
- Investigate and resolve customer issues, ensuring a fair and satisfactory outcome.
- Maintain accurate records of customer interactions and resolutions.
- Work collaboratively with internal teams to improve customer experience.
- Provide excellent customer service across multiple communication channels.
Skills & Experience Required:
- Housing experience (local authority or housing association)
- Previous experience in a customer service, complaints-handling and repairs scheduling roles desired.
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to remain calm under pressure and manage difficult conversations.
- Proficiency in Microsoft Office and CRM systems is desirable.
Why Join Us?
- Opportunity to make a meaningful impact on customer satisfaction.
- Supportive team environment with training provided.
- Competitive hourly pay and flexible working arrangements.
- £22phr Umbrella
- Initially 5 days in office, as this is a new team. But very open to flexibility down the line!
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