The Role We are looking for a Complex Cases Officer to join our Property Services Department, to help... Read more
The Role
We are looking for a Complex Cases Officer to join our Property Services Department, to help support the Responsive Repairs Team's responsibilities of addressing and resolving complex repairs concerns or related issues that residents' and leaseholders' or their advocates bring to our attention.
Whoever takes on this role, will be a key point of contact for tenants and leaseholders or their advocates during Stage One complaint investigations or Members Enquiries about repairs concerns or related issues ranging from leaks (from pipes or roofs, or through windows or ceilings), plumbing, damaged doors or windows, and flooring to conduct of staff.
They will also be required to provide clear information, practical advice (written and verbal) and ongoing support by working with residents or leaseholders and relevant staff to ensure Stage One complaint and Members Enquiries are resolved, help residents understand what to expect and ensure their concerns are addressed sensitively and professionally and to ensure fulfilment of any commitments made.
Whoever takes on this role will work closely with repairs staff including planners, supervisors, surveyors, and members of the Housing Response, Neighbourhoods, Estate Services, Gas Contracts, Customer Experience, Corporate Complaints, and Capital Delivery teams, and contractors. This will enable them to address or investigate complaints or Members Enquiries received and proffer appropriate solutions or recommendations and then coordinate follow-up actions to ensure any commitments made are fulfilled accordingly and in timely manner.
A key part of the role involves identifying and supporting vulnerable residents, ensuring reasonable adjustments are made where needed, and escalating safeguarding or risk concerns in line with Council policies or Housing Management processes. This role will also involve gathering resident feedback after Stage One investigations or Member Enquiries to help improve how services are delivered.
This is an exciting opportunity to join our Responsive Repairs Team on a fixed term contract, contributing towards responsibilities that make a real difference to residents' or leaseholders' and their homes.
What we are looking for:
Someone who has experience in a resident facing or customer focused role, ideally within housing, construction, or a similar environment
* Can communicate clearly and confidently with a wide range of people
* Is organised, resilient and able to manage competing priorities
* Is comfortable working on site and attending meetings
* Is committed to inclusive, respectful, and empathetic engagement
To apply reach out to me on :
02030471496
Eden Brown Synergy is an equal opportunities employer.
Eden Brown Limited is a limited company registered in England and Wales with registered number 3643845. Our registered address is 5th floor 4 Coleman Street, London, EC2R 5AR, part of nGAGE Specialist Recruitment Limited T/A nGAGE Talent. Please consider the environment before printing this e-mail. This message is intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. We take reasonable precautions to ensure no viruses are present in this email but cannot accept responsibility for any loss or damage sustained as a result of computer viruses and the recipient must ensure that the email (and attachments) are virus free.
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