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Complaints Resolution Team Leader

2 months ago

South East London, United Kingdom Red Personnel Full time

Location: Westminster Bridge Road, Ealing or Pitsea (Hybrid Working)
Pay rate: £23.08/hr PAYE, £28.75/hr Umbrella

We are seeking a Complaints Resolution Team Leader to join our housing association and lead a dedicated team focused on managing complaints at stage one or stage two. This is an exciting opportunity to make a real difference in delivering a high-quality service for our customers, ensuring that all complaints are resolved effectively, promptly, and in line with policies.

Role Purpose:
As a Complaints Resolution Team Leader, you will oversee and support a team responsible for resolving complaints, ensuring targets are met and compliance is maintained. Your leadership will be crucial in guiding the team, providing training, monitoring performance, and fostering their development. You will also act as an escalation point for complex complaints and support your team in delivering exceptional customer service.

Key Responsibilities:
- Provide support and guidance on complaint handling and policies to team members.
- Motivate and drive the team to achieve performance goals and objectives.
- Regularly review performance and development needs with individual team members.
- Monitor the quality and productivity of the team to ensure excellent service delivery.
- Ensure workloads are effectively managed by reviewing resources and capabilities.
- Step in to handle escalated complaints or provide advice and support when needed.
- Organise regular learning and training sessions to maintain a high level of knowledge within the team.
- Deliver performance reports and updates as required.
- Collaborate with other team leaders to share best practices and knowledge.
- Maintain strong relationships with contractors, service area leads, and managers.
- Provide regular updates to the team on organisational and departmental news.
- Attend weekly management meetings to report on team performance and address challenges.
- Identify risks and opportunities, feeding back through line management.

About You:
We are looking for a dynamic leader who can inspire their team to meet goals and deliver excellent service. You will have a strong focus on customer experience, effective planning, and a passion for resolving complaints efficiently.

Essential Skills & Experience:
- Proven experience in leading a team.
- Demonstrable experience in complaint handling, ideally within a housing environment.
- Excellent written and verbal communication skills.
- In-depth knowledge of the Housing Ombudsman Complaint Handling Code.

This role offers a hybrid working model, with a minimum of two days based at one of our offices in Westminster Bridge Road, Ealing, or Pitsea.

If you are a motivated leader with a passion for customer service and complaint resolution, we would love to hear from you

How to Apply:
Please submit your CV and a cover letter detailing your relevant experience and suitability for this role.

Apply today