Complaint Resolution Team Leader

7 days ago

London, United Kingdom Peabody Full time

**What we’re looking for**:
The focus of this role is to lead a team that manage either stage one or stage two complaints to ensure they meet targets, achieve compliance according to policies and to overall provide our customers with a good complaints service.

**You'll need**:

- Experience of leading a team.
- Demonstrable experience in complaint handling and working in a complaint environment (preferably in housing)
- Excellent communication skills both written and verbal

If this sounds like you, this role is perfect for you Here at Peabody, we have an opportunity for a Complaint Resolution Team Leader on a Permanent basis at our Westminster Bridge Road in South East London.

As a Complaint Resolution Team Leader some of the key results for the role include:

- Escalation point for your team, speaking to customers, taking complaints over if needed or stepping in to provide guidance and support when needed
- Identify potential risks and opportunities and feedback though line management
- Able to provide reporting and performance information whenever needed for the team
- Holding regular learning and training sessions to ensure a high level of knowledge and development is maintained in the team

A minimum of 1 to 2 days working in the office is required.

**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

**Are you ready to apply?**

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

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