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Housing Complaints Manager

4 months ago

London, Greater London, United Kingdom Spencer Clarke Group Full time

My client in Central London is looking to appoint a talented Housing Complaints Manager on a Contract basis.

The role will play a key role in reducing the current backlog of complaints for the local authority, whilst managing relevant KPI's, compliance and performance.

About the role:

Based in Central London (Hybrid):

  • Leading on and supporting the timely resolution of Housing complaints, including Ombudsman complaints, Stage 1 complaints and Stage 2 complaints.
  • Monitoring and evaluating the performance of the complaints team, ensuring service improvement of complaints handling and management.
  • Establish and manage relevant KPI's.
  • Lead on training, mentoring and coaching the team to achieve service improvement.

About you:

You will have the following experiences:

  • Proven ability in Housing Complaints Management for a Local Authority or Housing Association
  • Proficiency in establishing and managing Key Performance Indicators (KPIs) workloads and targets.
  • Expertise in quality assurance, training, and staff mentorship
  • Familiarity with handling matters involving the housing ombudsman.

What's on offer:

  • Salary: £300-£500 per day, Inside IR35

*negotiable based on experience