Complaints Team Leader
2 weeks ago
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**
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 manages the centralised Complaints team which includes eight Complaints Officers, a Support Officer and two Surveyors.
If you have experience of managing high performing, customer focussed complaints teams, and can help us achieve our ambitions, we want to hear from you.
**This is an important role in which you will**:
- Be responsible for the delivery of an effective complaint handling service that meets compliance and regulatory expectations.
- Manage, motivate and support the team to deliver consistently high standards in the way they handle complaints, liaise with customers and colleagues and deliver against quality and service targets.
- Ensure effective and appropriate case management.
- Monitor the use of goodwill and compensation payments agreed following complaint outcomes.
- Support the Service Lead to ensure effective engagement and complaint handling along with the implementation of any learning that is required.
**To be successful in this role you will**:
- Have strong experience of managing and motivating teams.
- Have a track record of improvement in customer experience and handling complaints.
- Be able to work under pressure, manage risks and provide assurance to the Service Lead and Governance groups.
- Have proven experience of setting and achieving performance targets.
- Be able to work under pressure to meet deadlines.
- Have the ability to engage with staff, peers, board members, tenants and external partners.
**_
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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