Housing Complaints Team Leader

2 weeks ago

London, Greater London, United Kingdom Cleantech People Full time

What's involved with this role:

Job Ref:
Hackney RQ1185408


The team requires a Central Housing Complaints Team Leader to ensure 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.


You should have previous experience of working in a Complaints/Customer Services team environment to deliver high quality responses in a timely fashion, along with a background of working in a team leader role.


Key Responsibilities:

  • To ensure that 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

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

_If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity._

Other "Essential Requirements" - Please check to ensure that your CV addresses the following items:

Experience & knowledge:

  • Significant experience of working within Housing, either within a local authority or a housing association.
  • Detailed knowledge of the services provided by housing organisations and the way in which service provision is structured.
  • Working knowledge of the Housing Ombudsman Service's Complaints Handling Procedure would be desirable.
  • Experience of working in a Complaints/Customer Services team environment to deliver high quality responses in a timely fashion.
  • Previous experience of working in a team leader role.

Skills & Abilities

  • Ability to coordinate and plan the workload of both yourself and the Central Housing Complaints team.
  • Ability to manage, coach and develop officers within the Central Housing Complaints team.
  • Ability to develop effective working relationships with a range of both internal and external stakeholders at all levels.
  • Excellent written and oral communication skills.
  • Ability to communicate on complex matters and difficult situations, requiring persuasion and influence
  • Ability to review, analyse, summarise and interpret data; draw conclusions and make appropriate recommendations; write reports; and give verbal presentations.
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**Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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