Complaints/Compliance Officer (Housing)

Repairs Complaints / Compliance Officer Role to start ASAP

SE London

On-going contract position – 3 days on site and 2 days working from home

Between £24-27ph PAYE

Leading Social Housing Organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day-to-day repairs service to residents and front-line staff. The role will include answering the phone, supporting management in compiling reports and monitoring KPIs, and dealing with day-to-day queries from front-line staff, ensuring they are routed appropriately within the team.

Responsibilities:

• Managing a caseload of complaints received from our Residents and Service Users via email, telephone, and our online resident portal.
• Consult with and develop an engagement process with all relevant colleagues within the Property Services Division. Collate information and prepare a stage 1 complaint response.
• Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
• Support and lead on the activities required as set out in the Building Compliance Framework for the properties Certitude owns or leases.
• Support the Housing Team and operational managers in overseeing the repair performance of Certitude partner landlord\’s maintenance contractors, ensuring that non-performance issues are escalated to senior housing managers where appropriate.
• Attend ad hoc building inspections when required and ensure that repair audit findings are resolved in a timely manner for the properties owned by Certitude and those where Certitude does not provide tenancy management.

Key Skills:

• Liaising with Solicitors/Contractors.
• Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.
• Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.
• Take responsibility for your own learning and development.
• Excellent PC skills including Microsoft Word and Excel.
• Excellent verbal and writing skills.

#J-18808-Ljbffr