Complaint Lead

3 weeks ago

London, United Kingdom Peabody Full time

Salary** Circa £32,000**

Location** South East London**

Contract type** Fixed Term**

Weekly hours** Monday - Friday, 09:00 - 17:00**

We have an exciting opportunity for a Complaint Lead to join our Customer Experience team on a 1 year fixed term contract based at the Westminster Bridge Road office.

**What you’ll need**:

- Experience dealing with customer complaints.
- Sound customer service knowledge with relevant experience.
- Strong communication skills

If this sounds like you this role maybe perfect for you

**A bit about the role**:
As a Complaint Lead, you will manage a case load of resident complaints relating to a variety of different housing issues that may arise. You’ll liaise with complainants, contractors and different business streams within Peabody to deliver effective, customer focussed outcomes to complaints.

You will deliver the complaint handling targets of responding to the complaint and ensuring that we are compliant with our Complaints policy and the Housing Ombudsman Complaint Handling Code.

**Some of the key results for the role include**:

- Deliver the stage one complaints service as set out in the policy and procedures and complaint handling code for complaint handling.
- Ensure that all KPI and Service Levels Agreements are met.
- Provide accurate and timely responses to complaints following comprehensive investigations.
- Participate actively in the Complaint Resolution Team, taking responsibility for ensuring the delivery of service and identify areas for service improvement.

A minimum of 1 to 2 days working in the Westminster Bridge Road 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's 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
- 4 x salary life assurance
- Up to 10% pension contribution

**Are you ready to apply?**

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

Please note interviews will take place week commencing 11 March 2024.

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