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Complaints and Resolution Manager

3 months ago

London, United Kingdom Islington & Shoreditch Housing Association (ISHA) Remote Work Freelance Full time

We are looking for an energetic complaints-handling expert, with a laser focus on resolution, to join us as a senior member of our relatively new Culture, Communications and Involvement directorate.

Complaints and Resolution Manager
Hours: 35 hours (full time)
Location: Finsbury Park, N4 2DR - This role is based at our Head Office but there is some flexibility to work in a hybrid way if preferred
Salary: £45,150 per annum
Contract: 12 months fixed term contract

This is a fixed-term contract to lead our complaints team through a period of change, including onboarding the complaints module of the new housing management system and leading a step change in service improvements highlighted through complaints. This temporary post holder is required to line manage and support one complaints officer, onboard the new complaints handling module and set up appropriate processes and reporting to improve our overall performance.

Some of the key responsibilities of the role include:

1.Overseeing the entire process of handling resident complaints through to resolution.

2.Collaborating with other teams and stakeholders to address complex issues and support service improvements.

3.Taking responsibility for our relationship with the Housing Ombudsman, ensuring that recommendations and findings are actioned and communicated effectively, and we deliver timely and accurate reporting as required.

4.Properly onboarding the new complaints module of our housing management system, including ensuring the data going in is correct and setting up appropriate reporting.

5.Line-managing the complaints and resolution officer and supporting them to deliver a high-quality and improvement-focused complaints handling service.

You

We are seeking a proactive and committed individual with strong interpersonal skills who can provide an efficient and customer-focused service to our residents and colleagues. This is a busy and varied role, so we’re looking for someone with excellent interpersonal skills, who can adapt to a fast-paced working environment while ensuring consistency and the highest standard of complaint responses and reporting.

Housing experience would be beneficial, but we welcome applicants with strong complaint handling experience from other sectors. You need to be flexible, proactive, and enthusiastic, and have excellent communication and influencing skills. A great sense of humour will serve you in good stead working in our busy, fast-paced office.

Don’t feel you meet every single requirement? Studies have shown that some candidates are less likely to apply to jobs unless they meet every single requirement. At ISHA, we are dedicated to building an inclusive workforce, so if you’re excited by this role but your experience doesn’t quite align perfectly, we encourage you to apply anyway. You just might be the right candidate for this, or other roles, because of your transferable skills.

About ISHA

We are a small but ambitious housing association at a critical juncture. Our ambition is for the communities we are anchored in and exist to serve, and we have done and achieved much over the past few years. But in these challenging times we know we’ll achieve nothing unless we are equally ambitious for own our people.

Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. We strive to build a more diverse organisation, where everyone feels empowered to bring, and be, their best self to work.

Staff Benefits

We’ll offer you a generous pension scheme (up to 10% employer matched contributions and a death in service benefit), 29 days annual leave (increasing after five years’ service), eye care vouchers, a cycle to work scheme and other great benefits (see attached). We have an evolving wellbeing offer, that is being developed following employee feedback, and we will invest in your professional development with on-going training and career development opportunities.

We can’t be a brilliant landlord if we don’t partner with brilliant colleagues. Could you be one of them and be trusted to make the difference?

If this sounds exciting, we want you on our team. Please do apply.

Please note: We can only accept applications from candidates with eligibility to currently work in the UK.

Deadline: 09:00 on 19 August 2024.

Interview: 29 & 30 August 2024 in person at our Finsbury Park office

Interested?

If you would like to find out more, please click the apply button. You will be redirected to complete your application for this position.

Inclusion and Diversity

We want ISHA to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBTQ+, disabled and neurodiverse communities to make a real difference to our residents so that passionate commitment to customers, respect for everyone, pride in Team ISHA and trusted to make the difference remains at the heart of everything we do.

Asking for adjustments

ISHA is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview, or assessment process, including providing information in an alternative format, please contact us.

No agencies please.