Housing Complaints Advisor

Islington


Job Role

To ensure complaints are dealt with and responded to within time frames and monthly targets are met.

To ensure that all duties are being carried out satisfactorily and to the required professional standard and the processing of payments and invoices as required.

To ensure that proper systems are in operation to monitor complaints and enquiries concerning service delivery and to liaise with other parts of Property Services in the investigation of complaints from the public or local ward Councillors.

To attend and minute meetings, including public meetings, as directed by the CSM.

To maintain effective internal communication systems to ensure the speedy generation and receipt of information.

Assist the CSM in ensuring that internal and external meetings are serviced and surgeries are held to enable customers to engage with the service.

Assist in the planning and implementation of customer consultation exercises in conjunction with partners to ensure that customer needs are identified and learning is implemented by service providers.

To filter correspondence (including e-mail), documentation and other literature to establish the appropriate recipient and thereby reduce the quantity of paperwork requiring the attention of senior housing staff.

To receive, respond to or refer telephone calls to the appropriate officers, as required.

To maintain the highest professional standards for the Property Service administration service in accordance with Council Policy, and to monitor service delivery to ensure that the required standards are attained.