Service Lead, Complaints and Tenant Voice

3 weeks ago


St Helens, United Kingdom Torus Group Full time

It’s an exciting time for us, we want to engage more customers, use their feedback well, set new standards and improve the quality and effectiveness of our complaint responses.

Where services fall short of customer expectations, we want to know so we can put things right and so we can learn and improve.

This role leads the Complaints and Tenant Voice teams, a total of 19 people managed through two team leaders.

If you have experience of leading high performing, customer focussed complaints and customer engagement teams, and can help us achieve our ambitions, we want to hear from you.

**This is an important role in which you will**:

- Inspire, lead, manage and motivate staff.
- Be accountable for effective complaint handling, driving continuous improvement and meeting compliance and regulatory expectations.
- Ensure the tenant voice is heard and responded to through improved practices.

**To be successful in this role you will**:

- Demonstrate experience and a track record of delivery in areas of complaint handling and tenant engagement.
- Use data to encourage learning and practice improvement.
- Be a visible, credible, tactful and persuasive communicator.

**PLEASE NOTE**:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed;
- Right to work verification
- Qualification certificate check
- 2x completed references
- OH Health Questionnaire - Fit For Work
- DBS check (if required for role)
- Completion of all new starter documentation including signed T&C’s

**‘Happy to Talk Flexible Working’**

**INDHIGH


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