Customer Relationship Officer

Hackney

Job Role

We are looking for an experienced and ambitious member of staff to join our Customer Relationship Team in Building Maintenance. We carry out a wide range of functions such as stage 1 complaints, Mayors and Members enquiries, as well as Freedom of information requests and various special projects.

Purpose of the Job

To promote a customer-focussed approach to repairs through effective management of complaints, Mayoral and Member /Ombudsman enquiries, and FOIs. This will include: coordinating any investigative work, ensuring that responses are in line with Hackney Council standards, managing customer /stakeholder relations, and ensuring effective resolution of any outstanding issues /repairs.

To take direct responsibility for the management / coordination of complex repairs, including leaks, high value external works and works to commercial premises / community Halls.

To support the development of a customer-focused culture through learning from complaints and analysis of customer feedback, including identification of improvements, new ways of working and potential changes to policy and procedures.