Repairs Resolution Officer

Southwark


I am recruiting for a local authority who is looking for someone to investigate and respond to stage one complaints and members enquiries. The complaints relate to repairs and engineering complaints.


Job Role

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 Council's Corporate Complaints process and Member enquiries.

To carry out investigations in line with the Council's 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.

To develop a sense of pride and passion and a 'can do' attitude, to reduce the number of complex investigations being completed and focussing staff on providing services 'right first time'.


Exceptional customer service is a must. Experience of repairs or complaints essential.