Complaints Handler / Officer - Repairs and Maintenance in Social Housing Based in Kingston upon ThamesFull time, permanent 30,000 - 32,000 oer annum We are currently recruiting for a leading repairs and maintenance contractor who is looking for a Complaints Officer to join their team in Kingston upon Thames. In this role, you will be responsible for handling Stage 1 and Stage 2 complaints within the Repairs and Maintenance service.Duties and ResponsibilitiesRespond to customer care issues and expressions of dissatisfaction.Create action plans to ensure complaints are resolved effectively.Proactively respond to concerns at the earliest stage to prevent escalation where possible.Investigate and register all complaints, reporting in accordance with company and client procedures.Ensure all MP and Councillor enquiries and complaints are investigated and resolved efficiently within agreed targets, keeping residents and clients informed of outcomes.Maintain the company''s complaints log and analyse data to identify trends, lessons learned, and opportunities to improve services.Arrange appointments for any follow-up works required and ensure these are completed to the resident''s satisfaction.Arrange compensation or goodwill gestures where appropriate, subject to approval by the Customer Service Manager / Divisional Manager.Respond to expressions of dissatisfaction received via the text message service within agreed timescales and ensure issues are addressed.Ensure resident ..... full job details .....