Complaint Lead

2 weeks ago

London, United Kingdom Peabody Full time

Salary** Circa £32,000**

Location** South East London**

Contract type** Permanent**

Weekly hours** Monday to Friday 9 - 5**

**What we’re looking for**:

- Do you have the capacity to remain resilient and composed when handling challenging or emotionally charged situations, maintaining professionalism and integrity at all times?
- Are you able to collaborate effectively with internal teams, including senior management, complaints officers, and other relevant stakeholders, to facilitate prompt and effective complaint resolution?
- Do you have previous experience in a role involving complaints management, customer service, or dispute resolution?
- Are you proactive in your approach to continuous learning and professional development to stay abreast of changes in legislation, best practices, and evolving complaint handling techniques?
- Do you have a strong customer service orientation with a commitment to delivering high-quality services and resolving complaints satisfactorily for residents?

If so, this is the perfect role for you

We currently have 4 great opportunities for a Complaint Lead to join us on a Permanent basis.

As a Complaint Lead, you will thoroughly, efficiently, and effectively fully investigate and resolve complaints raised by residents at the earliest opportunity, ensuring fair resolution, whilst adhering to the guidelines outlined in the Housing Ombudsman Complaints Handling Code_._

Some of the key results for the role include:

- Remaining up to date with relevant laws, regulations, and best practices pertaining to housing, complaints handling, and residents' rights is important for providing accurate information and guidance to both residents and internal stakeholders
- Providing stage one responses within deadline 90% of the time.
- Meeting the stage one resolution rate of at least 85%.
- Meeting the team Customer Satisfaction score of 50%.
- Using excellent verbal and written communication skills to effectively engage with residents and stakeholders, articulating responses, and documenting complaints and resolutions.
- This role will require a minimum of 2 days working in the Westminster Bridge Road, Ealing or Basildon offices._

**A bit about us**:
160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK.

The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers.

Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach.

We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient.

We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing.

Here just a few of the benefits for working at Peabody:

- Flexible and hybrid working (depending on the role)
- Up to 30 days’ annual holiday plus bank holidays
- Competitive salaries that are benchmarked regularly against current market rates
- Two additional paid volunteering days each year
- Flexible benefits scheme, including family friendly benefits and access to a discount portal
- 4 x salary life assurance
- Up to 10% pension contribution

**Are you ready to apply?**

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

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