Complaints Planner
Temp to Perm

Location: Hammersmith, London W6 9XY
Hours: 8:00 AM – 5:00 PM, Full-Time, Office Based
Contract: Temp to Perm

About the Role:

We are seeking a proactive and organised Complaints Planner 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.

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.

Key Responsibilities:

• Monitoring and responding promptly to the complaints inbox.

• Handling incoming calls from the client call centre — providing updates and responding to queries on job progress.

• Liaising with the complaints team via email to explain job delays and current job statuses.

• Making outbound calls to residents to provide updates and ensure clear communication.

• Carrying out courtesy calls to residents to check satisfaction with completed works.

• Logging and tracking complaints to ensure timely and effective resolution.

• Supporting the team with administrative tasks as required.

Requirements:

• Excellent verbal and written communication skills.

• Strong organisational skills with the ability to multitask and prioritise effectively.

• A professional and empathetic telephone manner.

• Previous experience in a customer service, planning or scheduling role (preferable within repairs, maintenance, or housing sector).

• Competent using Microsoft Office and email systems.

What We Offer:

• Full-time, office-based role with potential to go permanent.

• Friendly and supportive team environment.

• Opportunity to grow within the organisation.

• Competitive hourly rate / salary depending on experience.

Please apply or call Leah Seber at Build Recruitment