VENN GROUP The specialists in professional temporary recruitment
Agency ref: 7072390
A temporary opportunity has arisen within Hertfordshire for a Complaints Manager within the housing department. This is a full time role for three months and our client is looking to start someone as soon as possible.
Location: Hertfordshire
Hours: 37 Hours per week, Monday to Friday - Working from home and in office
Main duties:
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Co-ordinate relevant information and write responses to customer enquires across all services delivered across the housing business unit
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Write cohesive and easy to understand responses to complex issues and ensure customer satisfaction
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Draft Ombudsman and First Tier Tribunal responses in conjunction with the customer Feedback team
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Work closely with the communications manager to correlate appropriate media responses for potentially sensitive services such as homelessness which can cause reputational change
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Write stage one, stage two and stage three complaints accordingly, demonstrate effective de-escalation of complaints and write MP or Councillor responses to such complaints
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Manage a small budget in order to provide sensible solutions for complaints and compensation where appropriate
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Liaise with customer service teams, housing services and high profile members of the organisation in order to maintain its reputation
Essential requirements:
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Significant experience of working in a complaints role co-ordinating responses
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Previous experience of working in a homelessness or housing environment
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Working knowledge of relevant housing legislation, Homeless Reduction Act, and any other relevant homelessness legislation
If you are interested in this position please contact me on 01908 295000 or email Thewitt@venngroup.com