Complaints Officer - Stratford (12 Month FTC)

The Axis Complaints Officer role provides one point of contact to residents and clients in relation to reports of dissatisfaction and complaints raised. Ensuring customers' concerns are listened to and responded to professionally and appropriately in accordance with Axis Policies and Procedures, Client Complaints Policies and Ombudsman guidelines.,

• Complaints handling, proactively responding to complaints, preventing escalation wherever possible.
• Visit residents in their homes when required or requested and dealing with their needs and queries ensuring they are always kept informed
• Service improvement, report on trends relating to employee conduct and escalate concerns where appropriate
• Meet with RLOs to discuss complaints, performance against client KPIs
• Community engagement, attend resident surgeries and assist vulnerable people report their repairs
• Organise resident consultation events and attend resident association meetings as required
  
  Knowledge of complaint handling processes and procedures
• Proven understanding of Customer Care with reference to vulnerable people is
• Experience of handling complaints and responding to customer dissatisfaction
• Experience of making timely and rational decisions, based on relevant information and experience
  
  Axis has experienced continual growth since its establishment in 1986, we're not aiming to be the biggest service provider, however we intend to be the best. We work with some of the UK's largest building owners, landlords & facility managers to provide strategic building repairs, planned maintenance and improvement across all property sectors.
  
  Annual holiday; increase after 1 years' service to a maximum of 5 days
• Long service awards; continuous service at key achievements are rewarded
• Perkbox; from free coffees and cinema tickets to trips away and much more
• Volunteer day; paid yearly volunteer days for a worthy cause