Meet our Customer Services Resolution Officer, Grace Metcalfe
Find out what Customer Services Resolution Officer Grace Metcalfe does day to day, what she likes best about her job and which Hollywood actor she’d love to live next door to (clue: Peaky Blinders).
Describe what your job entails.
My role is about de-escalating complaints, which involves trying to resolve an issue in the first instance to prevent it from escalating to a complaint. I manage complaints, right through to a resolution.
What’s the best thing about your job?
When our tenants get the right outcomes, and any issues get resolved.
How many tenants’ lives do you change in a week?
It’s hard to say as the complaints process is over a period of time so I don’t see immediate results.
What are the challenges of your job?
The workload can be stressful as I’m typically jugging a number of cases at a time. I collaborate with other members of staff, such as senior surveyors, neighbourhood managers etc. to try and resolve complaints, but as a ‘team’ there is only me.
What’s the nicest thing that’s happened to you in your role?
Receiving positive feedback from other colleagues recognising the work that I do.
What’s your favourite animal and why?
My favourite animal is a sloth. I love their cute, smiley faces, how like to cuddle everything and hang upside down from trees. They’re totally chilled out and I absolutely love them.
What’s your favourite place to holiday in the UK?
I have never really been on a holiday in England as I prefer warmer weather and being in the sun, but I love to visit London every other month for the weekend.
What qualities make a good neighbour?
Someone who is respectful, courteous, helpful, kind, caring. Oh, and quiet.
If you could choose, who would you most like to live next door to, and why
The actor Tom Hardy, just in case he needed somebody to go with him to walk his dogs!
