Complaints /Repairs Officer (Housing Solutions)

Housing Complaints / Repairs Officer Role

Housing Solutions

Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries

City of London

Hybrid Working

• Stage 1 Complaints
• Repairs Administration

DUTIES

• Oversee and progress all repairs within internal systems to ensure that repairs progress effectively and that proactive steps are taken to complete repairs as quickly as possible and to a high standard
• Address customer enquiries and concerns, ensuring all updates and interactions are recording on the systems
• Own and administer all marketplace activity associated with quote review, acceptance and oversight.
• Ensure that completed works are accurately reviewed against the specification of works before being progressed for payment. Work with all stakeholders and contractors to ensure all KPI's are met, managing competency in line with Building Safety legislation

• Act as the first point of contact for tenants and contractors regarding repairs.
• Log repairs accurately using the repairs or housing management system.
• Diagnose basic repairs to allocate the correct trade and priority.
• Book, rearrange and monitor appointments to ensure timely completion.
• Keep residents updated on repair progress, follow‑on works and delays

Key skills:

Handling large case loads

Liaising with Solicitors/Contractor's

Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions.

Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.

Take responsibility for your own learning and development

Excellent PC skills including Microsoft Word and Excel

Excellent verbal and writing skills