Complaints Lead

Complaints Lead
Walton-On-Thames
Temporary on going
Office based - Mon to Fri
17 to 19.50 per hour

Social Housing Experience Needed

Daniel Owen are proud to be representing a well-known company based in the Surrey, Walton-On-Thames area who are looking for a highly skilled Complaints Lead to join their team.

Purpose of the Job - Complaints Lead

• Act as the primary contact for residents raising complaints or service concerns, ensuring a professional and empathetic approach at all times.

• Manage and resolve customer complaints promptly, maintaining clear and compassionate communication throughout the process.

• Monitor and improve customer satisfaction by identifying service gaps and implementing feedback-driven improvements.

• Maintain accurate records of all customer interactions, complaints, and resolutions using internal systems.

• Liaise with internal teams, contractors, and clients to investigate and resolve issues effectively, fostering positive working relationships.

• Coordinate and plan follow-ups, ensuring residents are kept informed of progress and outcomes.

• Identify recurring issues and contribute to service improvement initiatives that enhance both customer experience and operational efficiency.

• Prepare reports and summaries of complaint trends and customer satisfaction metrics for management review.

• Promote and deliver social value initiatives that benefit the community and align with client expectations.

• Support the development of a positive relationship with the client through consistent service quality, transparency, and collaboration.