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Annual salary: up to £34,000.00

Complaints Coordinator

Location: Ealing

Full Time Permanent

Salary up to £34,000 per annum

40 hours per week (8-5 Monday -Friday)

Pyramid Plus South, a joint venture partnership between A2Dominion and Mears Property Services, provides repairs and maintenance, compliance, planned replacements and fire risk assessment works. We successfully complete over 35,000 repairs, 1,000 voids and fit 600 kitchens and bathrooms annually to 23,500 homes. With a wide range of upcoming projects, there are exciting times ahead as we continue to grow!

Day to day duties:

• Log and oversee and investigate/ respond or coordinate responses to all complaints received in specified time frame.
• Coordinating complaint calls and escalations
• Manage complaints through its journey with all associated activities: - schedule, allocated and deliver within SLA’s.
• Weekly report to identify the Pyramids compliance against complaint types and recommendations for improvements:- trends, lessons learnt.
• Manage complaints KPI
• Identifying jeopardy and ensuring escalation process is followed and escalated where required.
• Verbal and written daily interaction with our client.
• Flag escalations involving health and safety in a timely manner to the right channels.
• Prepare and attend daily complaint meetings internally/ externally
• Be a voice for our colleagues, customers, and client.
• Ensuring responsible managers are responding to stage 1 and 2 in a timely manner.

Role Criteria:

• Complaints handling experience
• Reactive responsive repairs experience
• Social housing experience
• Good written and verbal Communication skills
• IT Literate

Benefits we can offer you.

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.

To apply, follow the link below or to discuss your application further please contact Laura Bourne on [email protected]

Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks either before or upon commencement of employment.

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.