We are recruiting for a Reparis Resolution Offier for Southwark Council. The complaints officers will need to investigate and respond to stage one complaints and members enquiries. The complaints relate to repairs and engineering complaints. exceptional customer service is a must. experience of repairs or complaints essential. some hybrid working but mostly based at London Bridge

1. Job Purpose
   1. To support the Repairs Resolution Manager in the implementation of systems, policies and processes which encourage ‘right first time’ service delivery.
   2. To investigate and respond to Stage 1 complaints made under the Council’s Corporate Complaints process and Member enquiries.
   3. To carry out investigations in line with the Council’s overall vision, values and strategic aims, ensuring that excellent customer service is delivered.
   4. 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.
   5. Work with the council’s contractors to provide an excellent repair service, by arranging repairs and monitoring to completion at required standard.
   6. Deliver specific elements of projects eg. work packages, and being wholly accountable for the quality and timelines of the products.
   7. Create and manage project plans and other project documentation such as risk and issues logs.
   8. Manage the budgets for allocated small projects.
   9. Support Repairs Resolution Manager with the creation of project plans and other control tools, including the identification of interdependencies.
   10. Provide guidance support and advice on the conduct of individual cases to administrative staff.