Central Housing Complaints Team Leader

2 weeks ago


London, Greater London, United Kingdom Colbern Limited Full time

NCD
Central Housing Complaints Team Leader
Hackney
Contract
£24.53 per hour

Our client is looking for an experienced Central Housing Complaints Team Leader.


The Council is responsible for the homes of a significant proportion of residents living in the borough, representing approximately 23,000 tenants and 9,000 leaseholders.

It is imperative that the array of services that we provide to both tenants and leaseholders are of a high quality and resident focussed.

A key part of achieving this will be the delivery of a complaints process that encourages tenants and leaseholders to tell us what they feel we are doing wrong so that we can try to put it right and improve services.

With this in mind, we are seeking to recruit a Team Leader for our Central Housing Complaints team, which coordinates complaint handling across the whole of Housing Services and is responsible for driving performance and improvement.


In this role, you will be responsible for:

  • Ensuring that all incoming complaints and Member/Mayoral enquiries are swiftly allocated to the right people in the right service areas so that the issue can be investigated as quickly as possible.
  • Ensuring that our Senior Complaints Officers make phone calls to the resident at the start of the process and keep them updated on the progress of their case.
  • Monitoring the progress of complaint and enquiry investigations so that service standard deadlines are met and ensuring that effective records are kept on the Council's complaints system.
  • Preparing regular and high quality complaints performance reports for Housing Services management teams.
The first part of our recruitment process is to send your CV.

Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities.

Colbern Limited along with our clients are an equal opportunities employer.

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