Complaints​/Resident Liaison Officer

Overview

Complaints/Resident Liaison Officer – Full-Time, permanent position. Based in Hastings. Salary: £30k + company van and fuel card.

• Customer care and dissatisfaction response
• Visiting tenants in their homes and advising them on when and what work is being carried out
• Act as the main point of contact and deal with any problems/queries that the tenant may have
• Contacting neighbourhood housing associations and establishing working relations with them
• Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes
• Complete pre and post inspections of properties
• Liaise with Housing Ombudsmens when required
• Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve our service
• Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
• Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager

• Experience of working within a customer services environment is essential
• Previous experience of working with Local Authorities or Registered Housing Providers is essential
• Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential
• Knowledge of Reactive Maintenance Services

You will be working for a modern, forward thinking business; that believes the strengths, skills and personalities of their people are the key to the group’s success. This is a permanent, full time role for which you will receive a salary of £30k.

For more information, please apply online now, or call Meg on (phone number removed) for more information.