Complaints Investigator (Human Resources)

Job Type:
Job Sector:
Public Sector
Salary Description:
£15 - £16/hour
Job Ref:

General Purpose of role:

Providing an efficient and timely complaint and enquiry service to customers in accordance with BHP’s procedures, standards and targets for performance and customer satisfaction.

Providing an efficient and timely complaints and enquiry service, including logging and responding to customers' complaints in accordance with Brent Housing Partnership procedures, standards and targets for performance and customer satisfaction.

Principle accountabilities:

1. Liaison as necessary with customers, contractors and stakeholders to provide a high quality efficient and responsive complaints and enquiry service.

2. Investigation, collation and drafting of letters to ensure speedy and effective responses to complaints in line with corporate complaints procedures of information to ensure

3. Conducting telephone checks with customers in respect of minor repairs to ensure contractors have attended and completed work satisfactorily. Ensure necessary follow up to correct work as required.

4. Liaison with residents and leaseholders as necessary to resolve issues arising from enquiries and complaints so they do not escalate

5. Keeping the manager informed of any important developments in complaint handling and logging, providing regular briefings to the manager on issues arising in the management of complaints and on performance against targets

6. Maintaining comprehensive records of complaints and correspondence and complying with reporting requirements.

7. Ensuring any follow up actions agreed within complaints are completed and keeping comprehensive records of this.

8. Staff Management and Development

Assisting in the induction and briefing of new staff, placement students or other parties as necessary. Sharing knowledge, experience and learning with colleagues across the Organisation. 9. Customer Care and Relations

Building and maintaining positive external and internal relationships to achieve the Organisation’s objectives.

Integrating customer care into working practices through a “Customer First” approach, ensuring all are treated with respect and courtesy and corporate standards are adhered to.

Leads and participates in projects, working groups, service developments and service reviews either Division based or BHP wide as directed.

Complaints Investigator (Human Resources) MUST HAVE EXPERIENCE WITHIN Complaints

Contact Details:
Tel: not in use
Contact: Kris Clare

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