Repairs Complaints Case Manager

Resourcing Group
South East London
08 Jul 2017
07 Aug 2017
Public Sector
Contract Type
Full Time
My Client, a South East London Housing Association is seeking a Repairs Complaints Case Manager for a initial 3 month contract.

Key Skills and experience required:

Proven background in providing excellent customer service

Excellent written and verbal communication skills.

Excellent interpersonal skills able to influence others and manage multiple relationships. Able to take ownership of own work and ability to work autonomously and proactively

Previous experience of successfully operating in a complaints or customer service operation.

Ability to prioritise workloads, manage multiple tasks, organise and plan time effectively

To manage the complaint experience for our customers through full investigation, resolution and response to customers whilst following the Complaints Procedure guidelines.

To manage, maintain and develop departmental records on all the Housing Associations systems ensuring that information and data is accurately recorded, up to date and easily accessible.

To develop and maintain relationships with external and internal stakeholders, liaising with them proactively in order to support and deliver results to our customers.

To advise and support our customers in resolving their queries and issues, ensuring that their needs are assessed, expectations are managed and proactive resolutions are identified.

Meet or exceed individual KPI's and assist department in meeting appropriate and robust KPI's, metrics and benchmarks.

To proactively engage with customers to prevent complaints escalating and taking ownership for their own cases through to resolution and meeting with residents at forums and events during out of working hours.

To ensure that all policies and procedures are adhered to so that consistent and standard practice is achieved across the organisation.

Work in partnership with consultants, clients, contractors, colleagues to identify and implement improvements that will enhance the overall customer experience.


Highly developed problem solving skills
Ability to use initiative to get results
Previous experience in a similar role
Social Housing knowledge

Key performance indicators:

Meet or exceed resolution rate target within stage 1 of the complaint journey

Meet or exceed customer satisfaction as measured in the post interview process.

Ensure resident letters are concise and comprehensive and meet the quality standards met.

Provide monthly KPI reports for management team

Evidence that you have strong communication channels with internal and externals customers.

Meet or exceed the complaint deadlines of customer notification and ensure that all systems are updated to reflect actions carried out.

Manage relationships and deadlines provided with contractors and internal staff in order to deliver excellent customer experience during the complaint journey.

Maintain and improve knowledge and skills in order to best carry out the role and represent the best interests of the Housing Association and its customers.

Identify improvement areas and assist in developing strategies that will enhance the customer experience and contribute to the value for money initiative.

Show initiative and tenacity in ensuring that complaints are followed through to resolution and lessons learned are identified and implemented.

Purpose of role:

To provide an excellent complaints service to residents who express dissatisfaction with the repairs service they have experienced. Ensuring that regular communication and progress is made with complaints, working in partnership with internal and external stakeholders and working with the customer experience team to learn from the feedback received to improve the service for the future.

The successful candidate will be speaking with residents regarding their complaints about repairs, carrying out investigations, monitoring the progress of the case in order to update the resident and be able to provide a response within a timely manner.

The candidate will be required to use Microsoft packages and have at least basic skills in excel. The role will involve writing up emails and letters to residents, so the candidate must have good writing skills and grammar. They will receive training on the in house data base they will be required to use.

You will be working from the Housing Associations office in SE1 but will be required to travel and work 1 day a week from their Thamesmead Office

The candidate must have excellent communication skills, be resilient with challenging residents and be able to effectively build relationships.

Please only apply for this position if you have the relevant Repairs Complaints experience.

Resourcing Group is acting as an Employment Business in relation to this vacancy