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Complaint Resolution Team Manager

4 months ago

London, United Kingdom Peabody Full time

Here at Peabody, we have an opportunity for a **Complaint Resolution Team Manager** on a Permanent basis at our Westminster Bridge Road in **South East London**. In return you will receive a competitive salary of **£53,500 per annum.**

**About the Complaint Resolution Team Manager role**:
As an **Complaint Resolution Team Manager** you will lead and motivate the Complaint Experience Team who manage our stage two complaints, Housing Ombudsman contact and MP & Cllr Process. Directly managing two team leaders who in turn managea team of Customer Experience Delivery Managers and a team of Housing Ombudsman Leads and MP & Cllr Co-ordinators.

**What you can expect to be doing as our Complaint Resolution Team Manager**:

- To be expert in the process of how to manage a complaint and the Complaint Handling Code and provide guidance and support to the team to ensure that knowledge is applied correctly.
- Being an escalation point for direct reports on individual cases where needed
- Reviewing customer satisfaction feedback and ensuring the learning from feedback is applied

**What we’re looking for in our Complaint Resolution Team Manager:??**
- Extensive experience of leading a team and direct reports of a team leader level
- Excellent experience of complaint handling and working in a complaint environment (preferably in housing)
- Excellent communication skills both written and verbal and ability to present effectively to wider audiences

If you feel have the skills and experience to become our **Complaint Resolution Team Manager,** please click **‘apply’**now
- At Peabody, where possible, we provide flexible working opportunities from day one to our employees, as we recognise the importance of a good work-life balance; and to improve our productivity and performance, we embrace agile working, which means ifyou are in a desk based role, that will be a hybrid of office and home working. If your role is in a client facing environment, appropriate base location will apply._