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Complaints Officer

Job Description

Job Title: Property Services Complaints Officer
Location: London
Contract Type: Permanent
£29,000 - £32,000

Our client, a dynamic organisation managing repairs and maintenance services for over 22,000 properties, is seeking a dedicated Property Services Complaints Officer to join their team. The position is located within our Property Services Division and offers an exciting opportunity to contribute to the enhancement of customer experience and continuous improvement within the Directorate.

Key Responsibilities:

  • Manage a caseload of complaints from residents and service users via email, telephone, and our online portal.
  • Assess, analyse, and investigate each complaint, adhering to internal Stage 1 complaints processes and deadlines following Housing Ombudsman Guidance.
  • Consult and collaborate with relevant colleagues in the Property Services Division to prepare a stage 1 complaint response.
  • Capture lessons learned from the complaints process, sharing data with Area Managers.
  • Monitor and manage aftercare following customer concerns post-complaint response, coordinating with technical staff, surveyors, and contractors.
  • Ensure accurate records are regularly updated on our CRM system.
  • Provide innovative ideas to improve customer service within the Directorate.
  • Build strong internal and external networks to enhance customer experience and communication transparency.
  • Manage incoming customer queries by email/CRM and telephone.
  • Maintain and update customer records and internal systems in accordance with department protocols.

Essential Knowledge, Skills, and Experience:

  • Minimum of three years of complaint/customer service experience.
  • Complaints and aftercare handling.
  • Advanced IT skills and literacy.
  • Excellent communication skills, both oral and written.
  • Initiative-taking, resilient, assertive, and confident.
  • Excellent organisational skills.

If this position sounds of interest, email a copy of your up-to-date CV to or call Arran at Service Care Construction on 01772 208966 to discuss the vacancy in more detail.