Complaints Manager
4 days ago
**Job Title**: Complaints Manager
**Location**: Camden
**Job Type**: Temporary
- Full time
**Rate**: £19.75- 20.79 per hour (UMB)
We currently have an exciting opportunity for an experienced Complaints Manager to work for a large housing association based in Camden. The organisation has strong values and are passionate about improving people’s lives through providing quality, affordableHousing.
**Responsibilities**:
- Improving the handling and management of customer complaints within Property Services
- Implementing decisions to ensure quality of service is high and with the mentality that the customer is at the heart of what we do
- Monitor and manage performance indicators against agreed service levels and KPIs around the customer complaints, front line resolutions and feedback
- Ensuring the timely production of complaints in line with the complaints policy
- Assist and coordinate in the Investigation of complaints (informal and formal) and expressions of dissatisfaction with the service; Respond to customers within our published service standards, both verbally and in writing. Analyse and capture lessons learntand ensure these are shared with the senior management team and customer experience coordinators as part of our continuous service improvement.
**Skills & Experience**:
- Minimum of 3 years customer service experience ideally within a housing association
- Complaints and aftercare handling
- Excellent communication skills, both oral and written
- Excellent organisational skills
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