Customer Services Advisor

Job Details

  1. To be responsible for a caseload of complaints and member’s enquiries for the Housing Needs and Strategy, Homes and Communities and New Build directorates under the Corporate Complaints Procedure.
  2. To regulate the quality of complaints and member’s enquiry responses, ensuring they are responded to comprehensively and within the timeframes set out within corporate procedures.
  3. To ensure that all complaints, customer enquiries and service requests are dealt with speedily and effectively, in line with service level agreements
  4. Hold services to account for any identified service failures, identifying areas for improvement and driving these forward where appropriate.
  5. Ensure investigations of stage 1 complaints are thorough and comprehensive, and provide the best possible outcome for residents, clients and the service.To take the lead on and coordinate cross-departmental complaints and member’s enquiries.Ensure all correspondence and documentation relating to complaints and member’s enquiries is filed accurately and that electronic files are maintained in accordance with procedures.
  6. Issue determinations on complaints outcomes and issue compensation where appropriate in line with best practice and organisational guidelines.
  7. Ensure that all services are made available to complainants, external agencies and advocacy groups, and that information sent to the complainant is relevant and up to date.

Pay : £28.97