At a Glance
- Tasks: Handle complaints and improve customer satisfaction in social housing repairs.
- Company: Join a modern, forward-thinking organisation dedicated to service excellence.
- Benefits: Earn £15.00 - £15.86 per hour with full-time hours and ongoing contract.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real difference by resolving issues and enhancing community living.
- Qualifications: Customer service experience is essential; knowledge of housing services is a plus.
The predicted salary is between 15.86 - 15.86 £ per hour.
Based in Kingston upon Thames, this is a full-time, ongoing temporary contract with a pay rate of £15.00 - £15.86 per hour (40 hour week).
We are currently recruiting for a leading repairs and maintenance contractor who is looking for a Complaints Officer to join their team in Kingston upon Thames. In this role, you will be responsible for handling Stage 1 and Stage 2 complaints within the Repairs and Maintenance service.
Duties and Responsibilities:
- Respond to customer care issues and expressions of dissatisfaction.
- Create action plans to ensure complaints are resolved effectively.
- Proactively respond to concerns at the earliest stage to prevent escalation where possible.
- Investigate and register all complaints, reporting in accordance with company and client procedures.
- Ensure all MP and Councillor enquiries and complaints are investigated and resolved efficiently within agreed targets, keeping residents and clients informed of outcomes.
- Maintain the company's complaints log and analyse data to identify trends, lessons learned, and opportunities to improve services.
- Arrange appointments for any follow-up works required and ensure these are completed to the resident's satisfaction.
- Arrange compensation or goodwill gestures where appropriate, subject to approval by the Customer Service Manager / Divisional Manager.
- Respond to expressions of dissatisfaction received via the text message service within agreed timescales and ensure issues are addressed.
- Ensure resident telephone surveys are conducted and recorded, taking appropriate action based on feedback.
- Produce a monthly report outlining survey findings and actions taken to address any issues identified.
Key Experience:
- Previous experience working in a customer service environment is essential.
- Experience working with Local Authorities or Registered Housing Providers is desirable.
- Proven ability to work in a busy environment and meet challenging deadlines.
- Knowledge of Reactive Maintenance Services is desirable.
You will be working for a modern, forward-thinking organisation that believes the strengths, skills, and personalities of its people are key to the group's success. Please apply online now.
Complaints Handler employer: Howells Recruitment Careers
As a leading specialist contractor in passive fire protection, this company offers an exceptional work environment in Kent, where safety and excellence are at the forefront of their operations. Employees benefit from competitive salaries, comprehensive benefits, and a strong commitment to professional development, ensuring that team members grow alongside the company. With a focus on collaboration and high-quality workmanship, this employer fosters a culture of respect and innovation, making it an ideal place for those seeking meaningful and rewarding careers in the construction industry.
Contact Details:
Howells Recruitment Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Howells Recruitment Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Howells Recruitment Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Howells Recruitment Careers:Your cover letter is your chance to shine! Tell us why you want to work at Howells Recruitment Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Howells Recruitment Careers!
How to prepare for a job interview at Howells Recruitment Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
