Complaint Officer
Job Title: Complaints Officer
Division: Customer Services
Reports to: Complaints Team Leader
Direct Reports: None
Main Interfaces: Residents, Customers, Clients, Axis Employees, Customer Experience Team, Contract Manager, Divisional Manager
Overall Purpose
The Complaints Officer plays a key role in supporting continuous service improvement by effectively managing
and resolving reports of dissatisfaction and formal complaints within Axis Repairs and Maintenance. The role is
customer-focused, acting as a single point of contact for residents and clients, ensuring concerns are listened to,
investigated thoroughly and responded to in a timely, professional and fair manner.
The Complaints Officer is responsible for investigating and responding to service and administrative complaints in
line with Axis policies and procedures, client-specific complaints policies and the Housing Ombudsman’s
Complaint Handling Code. The role ensures that feedback and learning from complaints are captured and used to
drive service improvements, enhance resident satisfaction and support positive working relationships with clients.
Key Tasks / Activities / Responsibilities
Complaint Handling:
·
Proactively respond to expressions of dissatisfaction at the earliest opportunity, seeking to resolve
issues informally where possible and prevent escalation into formal complaints.
·
Investigate, register and manage all Stage 1 and Stage 2 complaints in line with company procedures,
client requirements and the Housing Ombudsman’s Complaint Handling Code.
·
Ensure all MP and Councillor enquiries and complaints are fully investigated, responded to
professionally and resolved efficiently within agreed target timescales, keeping residents and clients
informed of outcomes.
·
Accurately record all complaints, enquiries and outcomes on the Company’s Central Complaints Log, as
well as on any client-specific systems, trackers or reporting tools required for each contract.
·
Liaise closely with operational, supervisory and subcontractor teams to arrange inspections, follow-on
appointments or remedial works, ensuring actions are completed promptly and to the resident’s
satisfaction.
·
Maintain clear and consistent communication with residents throughout the complaints process,
providing regular updates and managing expectations in a professional and empathetic manner.
·
Identify trends, recurring issues and service failures from complaint data, escalating concerns where
necessary and contributing to service improvement initiatives.
·
Arrange compensation, reimbursements or goodwill gestures where appropriate, in accordance with
company policy and subject to approval by the relevant Head of Department or client.
·
Act as a key point of contact for clients, providing updates, performance information and supporting
evidence as required.
·
Prepare complaint responses, reports and performance data for internal review, client meetings and audits
as necessary.
Service Improvement: · Use the information and learning from complaints reporting and analysis to share opportunities for service improvement with Complaints Team Leader, Customer Experience Manager and Head of Customer Service · Identify training needs across the department to enhance service delivery. · Report on trends relating to employee conduct and escalate any concerns to Customer Experience Manager. · Ensure root causes and record ‘Learning Actions’ from complaints in the Central Complaints Log for all upheld or partially upheld complaints to allow for trend analysis. · Attend any training relevant to the role to support continuous development and enhanced service delivery. Miscellaneous: · To contribute ideas and suggestions that may enable the company to provide a better service. · Provide any other reports requested by Complaints Team Leader or Customer Experience Manager · Fully comply with the Organisations Health and Safety and Lone Working policies. · Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance. · Undertake any other ad hoc duties necessary for the smooth running of the Repairs and Maintenance Division
Key Knowledge:
· Knowledge of complaint handling processes and procedures is essential.
· Knowledge of the Housing Ombudsman guidelines is desirable.
· Proven understanding of Customer Care with reference to vulnerable people is essential.
· A good working knowledge of Microsoft Office Suite, more specifically Word, is essential.
Key Skills:
· Excellent Customer service skills with a can-do approach to problem solving is essential.
· Strong interpersonal skills: must enjoy working with people on a personal level, building trust, maintaining confidentiality, be approachable, tactful, and diplomatic is essential.
· First Class communication skills; must be able to influence and communicate very confidently both verbally and in writing at all levels is essential.
· A track record of gaining an understanding of customers' needs and delivering excellent customer service is essential.
· A flexible and adaptable approach to change and will support others to respond in a similar way is essential.
· Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered is essential.
· Worked collaboratively with other colleagues, supporting them when possible is essential.
· Excellent planning and organisational skills using logic and objectivity are essential.
· Ability to work on your own initiative, and as part of a team is essential.
Key Experience
· Experience of working within a Customer Services or Complaints environment is essential.
· Previous experience of working with Local Authorities or Registered Housing Providers is desirable.
· Proven experience of working in a busy environment and delivering successful outcomes within challenging deadlines is essential.
· Knowledge of Reactive Maintenance Services is desirable.
· Experience of handling complaints and responding to customer dissatisfaction is essential.
· Experience of making timely and rational decisions, based on relevant information and experience is essential.
· Experience of planning and prioritising own time effectively, aware of responsibilities and committed to delivering these efficiently is essential.
· Experience of building effective customer relationships which create customer advocacy is essential.
Other Key Information
· You must live within reasonable travel distance to our Head Office in Stratford, London.