Complaints​/Resident Liaison Officer

Position: Complaints/Resident Liaison Officer (Permanent)
Location: East Sussex

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

We are recruiting for a leading Social Housing Contractor who are currently looking for a Complaints/Resident Liaison Officer to join their Repairs and Maintenance team in Hastings.

Duties:

Customer Care and Dis-satisfaction 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 Key Experience

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

Salary & benefits:

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 groups 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