Complaints Works Coordinator

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Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers' needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary's commitment to our Disability Confident employer status.

We have an opportunity for a Complaints Works Coordinator to join our team based in Glasgow. Working as a Complaints Works Coordinator you will coordinate and monitor the resolution of outstanding works ensuring a high level of customer satisfaction in line with Scottish Public Sector Ombudsman requirements and the Group's Complaints policies and procedures.

Property Services is responsible for delivering a high quality and cost effective property repairs, compliance and installation and estate services across the UK to mainly internal clients and additionally a small number of external clients. It is also responsible for operational Health and Safety of the service, including fire safety and delivering effective group wide asset management and reinvestment programmes.

• Delivery of high quality and consistent complaint resolution service including the gathering of relevant information, formulating responses and ensuring all customers are contacted in a timely manner
• Ensure the timely coordination of all outstanding works actions by undertaking thorough investigations and supporting colleagues in their investigations
• Engage with customers regarding outstanding repair matters employing empathy, clear communication and managing expectations
• Implement and maintain effective systems and processes ensuring compliance with the Group's internal policies and procedures at all times
• Investigating and analysing complaint data, feedback and trends and recommending improvements to achieve service improvement
• Producing periodic reports, presenting findings, and collaborating with Operational Managers to implement changes
• Build and maintain strong effective working relationships with internal and external stakeholders

• Knowledge of handling complaints and understanding of complaints processes
• Understanding of the regulatory environment we operate in
• Exceptional communication and customer care skills
• Excellent investigative and analytical experience
• Proven ability to plan and organise effectively
• Ability to work on own initiative and independently
• Being proactive and having strong problem solving abilities to achieve practical solutions
• Experience of SAP and Field Service Management (FSM) software would be beneficial
• Proficient user of Microsoft packages including Word, Excel, Outlook and Teams

We provide in-house repairs and maintenance for a wide range of properties, as part of a not-for-profit organisation. We foster a diverse and inclusive culture. Our customers are at the heart of all we do, and colleagues help make a real difference to people's lives.

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £32,762 per annum (rising to £34,486 per annum after 12 months, subject to satisfactory performance)

We work closely with the Home Office in order to prevent unlawful working.

Sanctuary Maintenance Contractors Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.