Complaints and Resolution Manager

1 month ago

London, United Kingdom CHM-1 Full time

Our client is looking for an energetic complaints-handling expert, with a laser focus on resolution, to join them as a senior member of their relatively new Culture, Communications and Involvement directorate.

Complaints and Resolution Manager
Hours: 35 hours (full time)
Location: Finsbury Park, N4 - This role is based at the 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 the 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 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 the organisation's relationship with the Housing Ombudsman, ensuring that recommendations and findings are actioned and communicated effectively, and to deliver timely and accurate reporting as required.

4.Properly onboarding the new complaints module of a new 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

The organisation is seeking a proactive and committed individual with strong interpersonal skills who can provide an efficient and customer-focused service to their residents and colleagues. This is a busy and varied role, so they are 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 our client welcomes 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 a 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. Our client is 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 The Organisation

They are a small but ambitious housing association at a critical juncture. Their ambition is for the communities they are anchored in and exist to serve, and the organisation has done and achieved much over the past few years. But in these challenging times they know they'll achieve nothing unless they are equally ambitious for their own people.

The organisation's values are at the heart of who they are and everything they do, inspiring their thinking and guiding their actions. They strive to build a more diverse organisation, where everyone feels empowered to bring, and be, their best self to work.

Staff Benefits

The organisation offers 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. They have an evolving wellbeing offer, that is being developed following employee feedback, and they will invest in your professional development with on-going training and career development opportunities.

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

If this sounds exciting, they want you on their team. Please do apply.

Please note: The organisation 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 the organisation's Finsbury Park office

Interested?

Please click the job board apply button to be taken to the next stage where you can find out more information and complete your application by following the instructions (you may need to scroll down).

Inclusion and Diversity

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

Asking for adjustments

Our client is committed to making their 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 them to do anything differently during the application, interview, or assessment process, including providing information in an alternative format, this can be arranged.

No agencies please.

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