Customer Relationship Officer

Customer Relationship Officer

Hackney

I am recruiting for a local authority who is looking for a hard working and ambitious individual to join the Customer Relationship Team in Building Maintenance. This role would be supporting there complaints team and provides a fantastic opportunity to gain vast experience and knowledge of Building Maintenance, working with various different stakeholders, teams and residents.

Job Role

To support the development of a customer-focussed culture through learning from complaints and analysis of customer feedback, including identification of
improvements, new ways of working and potential changes to policy and procedures.

To manage a caseload of Building Maintenance complaints, Member enquiries, Mayoral complaints and freedom of information requests.

To work with managers in the Repairs Contact Centre and other areas of the service to resolve operational and other issues presented by customers.

To undertake all related administrative work associated with the ordering and tracking of outstanding repairs works /disrepair specifications through to
completion, including liaison with residents, contractors, surveyors, the DLO and other stakeholders and effective use of key ITC systems. Ensure that the correct Schedule of Rates (SOR) codes are used when processing repairs orders.

To manage the delivery of complex repairs and leaks referred to the team as required, including the planning, sequencing and coordination of works. This will include liaison with tenants and leaseholders, contractors, DLO staff,housing officers, external surveyors, solicitors, social care and other agencies e.g. health and police.

To organise and manage forced entries to properties to resolve leaks and other urgent repairs as required, in conjunction with Legal Services and other
stakeholders.