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Repairs Resolution Officer
Job Posted: a day ago
Salary: £ 19 - 20 / Hour
Job Type: Contract
Location: SE1, Cathedrals, Greater London
Expire in: a month
Job Description
Require 3x officers to respond to Members Enquiries and complex complaints by competently investigating and drafting proficient responses to Councillors, MPs and residents in a timely manner.
We require the successful candidate to have experience responding to Stage 1 complaints and members enquiries.
The role will be a hybrid, with a minimum of 3-4 days per week in the office.
PURPOSE OF THE JOB
1.1 To support the Repairs Resolution Manager in the implementation of systems, policies and processes which encourage ‘right first time’ service delivery.
1.2 To investigate and respond to Stage 1 complaints made under the Council’s Corporate Complaints process and Member enquiries.
1.3 To carry out investigations in line with the Council’s overall vision, values and strategic aims, ensuring that excellent customer service is delivered.
1.4 To have direct contact with customers in the provision of a front line complaint service. Deal with general customer queries and complex enquiries, and resolve any form of customer dissatisfaction.
1.5 Work with the council’s contractors to provide an excellent repair service, by arranging repairs and monitoring to completion at required standard.
1.6 Deliver specific elements of projects eg. work packages, and being wholly accountable for the quality and timelines of the products.
1.7 Create and manage project plans and other project documentation such as risk and issues logs.
1.8 Manage the budgets for allocated small projects.
1.9 Support Repairs Resolution Manager with the creation of project plans and other control tools, including the identification of interdependencies.
1.10 Provide guidance support and advice on the conduct of individual cases to administrative staff.
Knowledge, including educational qualifications:
1.Understanding of mechanisms for dispute resolution and systems of redress within the local government setting.
2.Knowledge of the role of local authorities in delivering services.
3.Knowledge and understanding of complaints processes.
Experience:
4.Experience of repairs and maintenance service delivery.
5.Experience of responding to correspondence and drafting reports.
6.Experience of work co-operatively in a team.
7.A record of communicating effectively with customers and at all levels of the organisation.
8.A record of achievement in supporting project management delivery in an environment of interdependent projects.
9.Supporting the implementation of change.
10.Planning and prioritising own workloads to achieve tasks within a tight deadline.
11.Experience of working in a service orientated sector where service excellence is paramount.
Repairs Resolution Officer Repairs Resolution Officer Repairs Resolution Officer Repairs Resolution OfficerBefore You Apply
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