At a Glance
- Tasks: Manage and resolve complaints, ensuring customer satisfaction and service improvement.
- Company: Axis Repairs and Maintenance, dedicated to enhancing resident experiences.
- Benefits: Up to £30,000 salary, hybrid working, generous holiday, and wellness perks.
- Other info: Join a supportive team with opportunities for growth and development.
- Why this job: Make a real difference by improving services and supporting residents.
- Qualifications: Experience in customer service and complaint handling is essential.
The predicted salary is between 30000 - 30000 € per year.
The Complaints Officer plays a key role in supporting continuous service improvement by effectively managing and resolving reports of dissatisfaction and formal complaints within Axis Repairs and Maintenance. The role is customer-focused, acting as a single point of contact for residents and clients, ensuring concerns are listened to, investigated thoroughly and responded to in a timely, professional and fair manner. The Complaints Officer is responsible for investigating and responding to service and administrative complaints in line with Axis policies and procedures, client-specific complaints policies and the Housing Ombudsman’s Complaint Handling Code. The role ensures that feedback and learning from complaints are captured and used to drive service improvements, enhance resident satisfaction and support positive working relationships with clients.
What We Offer
- Up to £30,000 depending on experience, plus performance-related bonus (Hybrid working)
- Annual holiday; 25 + Bank holidays, Up to £2,000 colleague referral fee
- 24/7 GP referral and wellbeing support service, Perkbox – discounts on coffee, cinema, travel and wellbeing, 1 paid volunteer day each year
- Ongoing training, support and progression, Axis promotes from within
Responsibilities
Complaint Handling
- Proactively respond to expressions of dissatisfaction at the earliest opportunity, seeking to resolve issues informally where possible and prevent escalation into formal complaints. Investigate, register and manage all Stage 1 and Stage 2 complaints in line with company procedures, client requirements and the Housing Ombudsman’s Complaint Handling Code.
- Ensure all MP and Councillor enquiries and complaints are fully investigated, responded to professionally and resolved efficiently within agreed target timescales, keeping residents and clients informed of outcomes.
- Accurately record all complaints, enquiries and outcomes on the Company’s Central Complaints Log, as well as on any client-specific systems, trackers or reporting tools required for each contract.
- Liaise closely with operational, supervisory and subcontractor teams to arrange inspections, follow-on appointments or remedial works, ensuring actions are completed promptly and to the resident’s satisfaction.
- Maintain clear and consistent communication with residents throughout the complaints process, providing regular updates and managing expectations in a professional and empathetic manner.
- Identify trends, recurring issues and service failures from complaint data, escalating concerns where necessary and contributing to service improvement initiatives.
- Arrange compensation, reimbursements or goodwill gestures where appropriate, in accordance with company policy and subject to approval by the relevant Head of Department or client.
- Act as a key point of contact for clients, providing updates, performance information and supporting evidence as required. Prepare complaint responses, reports and performance data for internal review, client meetings and audits as necessary.
Service Improvement
- Use the information and learning from complaints reporting and analysis to share opportunities for service improvement with Complaints Team Leader, Customer Experience Manager and Head of Customer Service.
- Identify training needs across the department to enhance service delivery. Report on trends relating to employee conduct and escalate any concerns to Customer Experience Manager.
- Ensure root causes and record ‘Learning Actions’ from complaints in the Central Complaints Log for all upheld or partially upheld complaints to allow for trend analysis.
- Attend any training relevant to the role to support continuous development and enhanced service delivery.
Miscellaneous
- To contribute ideas and suggestions that may enable the company to provide a better service. Provide any other reports requested by Complaints Team Leader or Customer Experience Manager.
- Fully comply with the Organisations Health and Safety and Lone Working policies. Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.
- Undertake any other ad hoc duties necessary for the smooth running of the Repairs and Maintenance Division.
About You
- Knowledge of complaint handling processes and procedures is essential.
- Knowledge of the Housing Ombudsman guidelines is desirable.
- Proven understanding of Customer Care with reference to vulnerable people is essential.
- Experience of working within a Customer Services or Complaints environment is essential.
- Excellent Customer service skills with a can-do approach to problem solving is essential.
- Strong interpersonal skills: must enjoy working with people on a personal level, building trust, maintaining confidentiality, be approachable, tactful, and diplomatic is essential.
Complaints Officer in Stratford employer: Axis CLC
Axis Repairs and Maintenance is an exceptional employer that prioritises employee well-being and professional growth. With a supportive work culture, hybrid working options, and a commitment to continuous training, employees are empowered to excel in their roles while enjoying generous benefits such as 25+ annual holidays and a 24/7 GP referral service. The company fosters a collaborative environment where feedback is valued, ensuring that every team member contributes to meaningful service improvements that enhance resident satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Stratford
✨Tip Number 1
Get to know the company inside out! Research Axis Repairs and Maintenance, their values, and how they handle complaints. This will help you tailor your approach during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! As a Complaints Officer, you'll need to be clear and empathetic. Role-play common complaint scenarios with friends or family to build your confidence in handling tricky situations.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the complaints process. They might even share tips that could give you an edge in your application.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Axis Repairs and Maintenance.
We think you need these skills to ace Complaints Officer in Stratford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Officer role. Highlight your experience in complaint handling and customer service, and show us how you can bring value to our team at Axis Repairs and Maintenance.
Showcase Your Skills:We want to see your excellent customer service skills in action! Use specific examples from your past experiences that demonstrate your problem-solving abilities and how you've effectively managed complaints.
Be Professional and Personable:As a Complaints Officer, you'll be the go-to person for residents and clients. Make sure your application reflects your strong interpersonal skills. We love candidates who can communicate clearly and empathetically!
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Axis CLC
✨Know Your Complaint Handling Processes
Familiarise yourself with the complaint handling processes and procedures relevant to the role. Be prepared to discuss how you would approach resolving complaints, especially in line with the Housing Ombudsman’s guidelines. This shows that you understand the framework within which you'll be working.
✨Demonstrate Empathy and Communication Skills
Since the role is customer-focused, practice articulating your approach to handling sensitive situations. Share examples of how you've effectively communicated with clients or residents in the past, especially when dealing with vulnerable individuals. This will highlight your interpersonal skills and ability to build trust.
✨Showcase Your Problem-Solving Abilities
Prepare to discuss specific instances where you've successfully resolved complaints or issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, demonstrating your can-do attitude and proactive approach to problem-solving.
✨Highlight Your Commitment to Continuous Improvement
Be ready to talk about how you've used feedback from complaints to drive service improvements in previous roles. Discuss any training or initiatives you've been involved in that aimed at enhancing customer service, showing that you're not just reactive but also proactive in improving processes.
