Key Responsibilities
- Take ownership of complaints and enquiries from start to resolution, ensuring timely, fair, and customer-focused outcomes.Â
- Coordinate investigations, gather evidence, and produce clear, consistent responses aligned with regulatory and best practice standards.Â
- Monitor contractor and service performance against KPIs, presenting insights through reports and dashboards.Â
- Analyze customer feedback and complaints data to identify trends and recommend service improvements.Â
- Engage with residents through follow-ups, surveys, and events to improve service delivery and satisfaction.Â
- Work collaboratively with internal teams to resolve issues early and prevent escalation.Â
- Support leaseholder engagement and communication regarding works and services.
About You
We are seeking someone who is highly organised, analytical, and empathetic, with a strong sense of ownership and accountability.
Key skills and experience include:
- Experience handling complaints or customer dissatisfaction in a complex service environment.Â
- Strong communication and conflict resolution skills, with the ability to manage sensitive situations effectively.Â
- Ability to analyse and interpret data to drive service improvements.Â
- Experience producing reports, dashboards, or performance insights.Â
- Strong organisational skills with the ability to manage multiple priorities.Â
- Proficiency in Microsoft Office and data systems.Â
Desirable:
- Experience in housing, property, or public sector services
- Knowledge of complaint handling standards or regulatory frameworks