Complaints Learning Officer

4 weeks ago


St Helens, United Kingdom Torus Group Full time

Regulated by the Regulator for Social Housing, we provide homes for over 40,000 customers and we seek to provide housing, repairs, development and customer services of the highest quality. We encourage our customers to give us their feedback and to engage with us through a range of panels and engagement opportunities that help us to improve our service offering.

**The Vacancy: Complaints Learning Officer**

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 within a central team of 16 is pivotal in gathering learning from practice, sharing this with the leaders of key service areas and promoting improvements that reduce the likelihood of similar service failures.

If learning from practice and promoting continuous service improvement appeals to you, we want to hear from you.

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

- Analyse root causes of complaints, the effectiveness of responses, the implementation of best practice, share these with leaders and monitor the delivery of improvement recommendations.
- Provide insights and train colleagues to help them respond better and improve customer satisfaction.
- Write reports to learn from practice and give assurance to key governance groups.
- Be prepared to challenge, making recommendations and making sure mistakes or issues are being resolved in the most effective way.
- Take policies and sector wide insight and shape it into targeted learning.
- Routinely review and improve service processes and procedures to ensure they are fit for purpose.

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

- Have proven ability of working in a customer focussed environment and promoting improvement.
- Have the ability to analyse and interpret data and to present it in a way that promotes practice improvement.
- Ensure that practice improvement is monitored and results in positive change.
- Have knowledge of the Housing Ombudsman’s Complaints Handling Code and the Social Housing Bill.
- Have proven experience of problem solving and effective decision making in complex situations.
- Have experience or be confident in holding senior colleagues to account and working with them to implement changes and improvements.

**_
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’**

INDMED


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