Job Title:  Housing Complaints Works Co-Ordinator

Sector:  Social Housing

Location:  Mostly remote (may need to go in a few times per year)

Salary:  £27,493.00 increasing to £28,940 after 12 months

Start Date:  ASAP

Purpose of the Job: 

To coordinate and monitor the satisfactory resolution of outstanding works ensuring a high level of customer satisfaction in line with Housing Ombudsman requirements and the Group's Complaints policies and procedures.

Job Summary:  

This job sits within the Customer Experience and Engagement department which covers customer insight and analysis, complaint management and learning, local communication plans, resident engagement and consumer regulation across the Group's Affordable Housing business.

The job holder will ensure that they fully understand and fulfil their responsibilities in respect of both health & safety, equality & diversity and safeguarding at all times.

This profile is not an exhaustive list of duties and other activities may need to be carried out requiring similar skill levels. Eg. Complaint Handling or other Complaint related activity.

Key Accountabilities:

• Deliver a high quality and consistent complaint resolution service focussing on all outstanding works / actions required to support the team in being able to provide a quality resolution. This includes gathering relevant information, formulating responses and ensuring all customers are contacted in a timely manner and to a high quality.
• Ensure the timely coordination of all outstanding works / actions by undertaking thorough investigations and supporting colleagues in their investigations, effectively recording and communicating progress/outcomes to all parties.
• Liaise directly with customers, external contractors and other areas of the business to coordinate planned works, resolve enquiries and provide timely, accurate information to the regulator.
• Implement and maintain effective systems and processes ensuring compliance with the Group's internal policies and procedures at all times.

• Attend relevant meetings to highlight recurrent themes and raise awareness of trends and learning outcomes, to support the achievement of service improvements both regionally and nationally.
• Build and maintain strong effective working relationships with internal and external stakeholders, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately and delivering a high level of customer service that meets the changing needs of the Group.

• In complex or high-risk situations, liaise with relevant teams across the Group to coordinate activity and investigations to ensure we uphold any resolutions that have been offered.
• Identify and communicate improvement opportunities and consistent service failures occurring across the business, including recommending and recording service improvements based on lessons learned to support continued improvements, and contributing to detailed case reviews as appropriate.

Benefits:

•  25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans  
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme

If you meet the above criteria and would like to apply, please send over your updated CV to sbrearley@merje.com