Interim Complaints Business Improvement Lead

1 month ago

United Kingdom James Andrews Recruitment Solutions Ltd Full time

Our client, a reputable Social Housing provider based in the Midlands, is currently recruiting for an Interim Complaints Business Improvement Lead on a three month temporary contract. This role is a fully remote, home based position.


The position is due to start immediately on a full-time basis, the hourly rate is negotiable up to £25.00 per hour via an Umbrella Company based on experience for this position.


The ideal candidate will have experience working within a similar role and have an up to date working knowledge of the Northgate System.


Duties will include (but are not limited to):

  • Acting as the primary point of contact for residents regarding historic and overdue complaints
  • Ensuring clear, empathetic communication and managing expectations throughout the resolution process
  • Conducting thorough reviews of historical case management records
  • Ensuring data quality control, accurate documentation, and appropriate escalation or de-escalation processes involving residents
  • Facilitating seamless communication and action plans between departments to resolve complaints efficiently
  • Identifying and addressing pain points to enhance the overall resident experience
  • Performing data cleansing to maintain accurate and up-to-date records
  • Taking ownership to ensure that any action promises made in a complaint response are followed through to conclusion
  • Presenting findings in a structured, methodical manner suitable for different audiences, including senior management and operational teams
  • Demonstrating a strong experience in handling and resolving complex cases


Experience required:

  • Social Housing experience required
  • Working with stage 1 and stage 2 complaints


Skills, knowledge and expertise required:

  • Working knowledge of using the Northgate system


Working hours:

  • 35 hours per week
  • Monday – Friday, 8am-6pm with flexibility
  • Fully remote role


Please note that you require recent experience to apply for this role.


James Andrews is acting as an employment agency and business in relation to this role.


At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.


Don’t forget our recommendation scheme: Recommend a friend or colleague to us and receive up to £100 each once they have completed 20 days in a role via James Andrews Terms and conditions apply, contact us for details.

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