Repairs Resolution Officer LBS-008

Job Title: Repairs Complaints Officer
Locations: Southwark, SE1
Contract Type: Temporary ongoing
Work Pattern: 37 hours per week
Start Date: ASAP

A new opportunity has become available for an Repairs Complaints Officer to help with answering stage one complaints and members enquiries on behalf of repairs and engineering services.

Job Responsibilities -

To support the Repairs Resolution Manager in the implementation of systems, policies and processes which encourage 'right first time' service delivery.
To investigate and respond to Stage 1 complaints made under the Corporate Complaints process and Member enquiries.
To carry out investigations in line with the overall vision, values and strategic aims, ensuring that excellent customer service is delivered.
To have direct contact with customers in the provision of a front line complaint service. Deal with general customer queries and complex enquiries, and resolve any form of customer dissatisfaction.
Work with the council's contractors to provide an excellent repair service, by arranging repairs and monitoring to completion at required standard.
Deliver specific elements of projects eg. work packages, and being wholly accountable for the quality and timelines of the products.
Create and manage project plans and other project documentation such as risk and issues logs.
Manage the budgets for allocated small projects.
Support Repairs Resolution Manager with the creation of project plans and other control tools, including the identification of interdependencies.
Essential Criteria:

Previous experience of maintenance or complaints services essential for this role.
Experience of Microsoft Windows (in particular Word, Excel & Outlook)
Experience of dealing with a variety of different stakeholders
Experience within a team environment, whilst remaining accountable for own tasks, prioritising workload and working on own initiative

If you are interested in this position and meet the above criteria, please send you CV now for consideration.

If you require any additional information regarding the position, please call Ryan at Service Care Solutions on (phone number removed) or send an E-Mail to