Complaints and Enquiries Officer

Complaints and Enquiries OfficerEast London Hybrid - 1 day in office, 4 days remote Rate: £32.83 per hour Umbrella Initial Contract Length: 3 months Working Hours: 36 hours per week IR35 Status: Inside IR35Role summaryYou will provide a comprehensive and effective complaint handling and resolution service for residents, with a particular focus on housing disrepair complaints. You will investigate Stage 1 Housing Management and Assets complaints, working closely with contractors and internal teams to resolve issues and deliver satisfactory outcomes for residents.You will also support the delivery of high-quality responses to Members'' Enquiries, Freedom of Information requests and Subject Access Requests.What you will do as a Complaints and Enquiries Officer Manage and investigate Stage 1 housing complaints, with a particular focus on housing disrepair cases. Take ownership of escalated and complex customer issues, investigating concerns and working towards effective resolutions. Work closely with contractors, housing teams and other stakeholders to investigate complaints and establish what action is required. Hold unscripted telephone conversations with residents and relevant parties to gather information and fully understand individual cases. Review case information to establish whether policies and processes have been followed correctly. Produce clear, accurate and professional written complaint responses, explaining complex issues in plain English. Respond to ..... full job details .....