Monday - Friday 9am - 5pm
£15.99 hourly pay rate
3month Temporary Assignment (may be extended)
This person is responsible for assisting with investigating, resolving and responding to formal and informal complaints and enquiries regarding the service delivered by the Responsive Repairs Section, and for helping to develop and maintain a system for producing comprehensive management information about enquiries and complaints to Responsive Repairs.
*Raising ad hoc payment requests
*Recommending compensation for stage 1 & 2 complaints, Ombudsman and service delivery failure cases.
*Prioritising the investigation of stage 1& 2 complaints, Ombudsman enquiries, and other complaints and enquiries.
*Advising members, MPs and tenants with progress on responses, particularly where there are urgent issues.
*Researching and writing responses on routine cases relating to stage 1 & 2 and Ombudsman complaints, Insurance and disrepair claims as requested by the Responsive Repairs Manager or Member and Residents Services Manager. Dealing with all routine responses to letters, queries and complaints received by the Responsive Repairs Section.
*Liaising with other sections and departments to collect and collate additional information that is needed. Checking files, computer records, and contacting officers, customers and other agencies, as necessary.
*Responding to complaints from customers under the Corporate Complaints Procedure.
*Ensuring that all replies and responses are sent within the specified deadlines
*Participating in the on-going development, implementation and monitoring of the service plans.
*Assisting on service development relating to extraordinary repair cases and disability and adaptation issues.
*Liaising with vulnerable tenants or their representatives on extraordinary or complex repair issues, or concerning complaints- this may involve visits to tenants in their homes.
*Liaison with partners, specialist contractors, support staff and external agencies as necessary to ensure a satisfactory outcome.
*Working closely with the Repairs Partners and other Team Leaders to ensure a good quality and customer focused response to members, customers and Senior Managers which address all the issues and which promotes a positive image of the service.
*Making the best use of available information technology to meet the requirements of the role.
*Carrying out such other duties as may be reasonably required of the role
*Carrying out investigations with Repairs Partners to obtain all the facts and identify issues to enable resolution of routine complaints and claims and for full replies to be sent to the tenant/complainant.
*Referring any claims alleging damage or neglect on the part of the Repair Partners to the Member and Residents Services Manager.
The successful candidate should:
*Have a general knowledge of a social housing responsive repairs service and the role of elected members, members of parliament and the ombudsman.
*Knowledge of public sector complaints procedures
*Able to display basic keyboard skills and to use word to prepare detailed responses to enquiries, and the ability to use and record basic information on spread sheets using excel and to access the organisation's and repair partner's property and repair ordering and data recording systems.
*Able to obtain and understand information and to communicate it concisely and simply to customers, colleagues, managers and members.
*Able to effectively use analytical skills to assess and resolve complaints, service issues and problems, and to effectively communicate these to colleagues, repairs partners and residents.
*Able to provide a responsive service to customers consistently but sensitively, according to their individual needs, but in the light of policy and resource constraints. Able to identify customer care issues that arise from complaints and enquiries and contribute to the development of improved service practice as a result.
*A good level of oral and written communication skills and the ability to use plain English. The patience and ability to clearly explain issues to a diverse group of clients, and to other agencies.
*An ability to understand the information requirements of Members and be able to communicate the information needed in an appropriate way.
*Experience of working in a social housing organisation.
*Experience of dealing with members of the public in sometimes stressful situations where their expectations cannot always be met.
*Experience of investigating issues and responding to customers and external organisations through correspondence.
***Please apply online with your CV and note that only successfully shortlisted applicants will be contacted***
Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
- Analytical Skills
- Communication Skills
- Letter Writing
- Complaints Handling
- Excellent Grammar
- Excellent Spelling
- Reponsive Repairs
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