About the Role
<p><strong><strong>Complaints Planner</strong><br /> Temp to Perm</strong></p>
<p><strong>Location:</strong> Hammersmith, London W6 9XY<br /><strong>Hours:</strong> 8:00 AM – 5:00 PM, Full-Time, Office Based<br /><strong>Contract:</strong> Temp to Perm</p>
<p><em><strong>About the Role:</strong></em></p>
<p>We are seeking a proactive and organised <strong>Complaints Planner</strong> to join our busy team in Hammersmith. This is a fantastic opportunity for someone who enjoys problem-solving, has strong communication skills, and thrives in a fast-paced environment.</p>
<p>As a key member of the planning and customer care team, you will be responsible for managing incoming complaints, liaising between residents, clients, and internal teams to ensure smooth resolution of issues.</p>
<p><em><strong>Key Responsibilities:</strong></em></p>
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<p>Monitoring and responding promptly to the complaints inbox.</p>
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<p>Handling incoming calls from the client call centre — providing updates and responding to queries on job progress.</p>
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<p>Liaising with the complaints team via email to explain job delays and current job statuses.</p>
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<p>Making outbound calls to residents to provide updates and ensure clear communication.</p>
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<p>Carrying out courtesy calls to residents to check satisfaction with completed works.</p>
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<p>Logging and tracking complaints to ensure timely and effective resolution.</p>
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<p>Supporting the team with administrative tasks as required.</p>
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</ul>
<p><em><strong>Requirements:</strong></em></p>
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<p>Excellent verbal and written communication skills.</p>
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<p>Strong organisational skills with the ability to multitask and prioritise effectively.</p>
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<p>A professional and empathetic telephone manner.</p>
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<p>Previous experience in a customer service, planning or scheduling role (preferable within repairs, maintenance, or housing sector).</p>
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<p>Competent using Microsoft Office and email systems.</p>
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</ul>
<p><em><strong>What We Offer:</strong></em></p>
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<p>Full-time, office-based role with potential to go permanent.</p>
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<p>Friendly and supportive team environment.</p>
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<p>Opportunity to grow within the organisation.</p>
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<p>Competitive hourly rate / salary depending on experience.</p>
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</ul>
<p><strong>Please apply or call Leah Seber at Build Recruitment</strong></p>