Repairs Resolution Officer

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...