Complaints Manager

2 weeks ago

Rushden, Northamptonshire, United Kingdom Longhurst Group Full time
About the Role

We are seeking an experienced Complaints Manager to join our team at Longhurst Group. As a key member of our Complaints Team, you will play a critical role in ensuring that our customers receive a high-quality complaints service.

The successful candidate will have a proven track record of managing multiple tasks and meeting deadlines, as well as strong knowledge and understanding of regulatory requirements. You will also possess excellent communication and presentation skills, with the ability to lead and motivate a team to deliver exceptional results.

Key Responsibilities
  • Lead the continuous improvement of complaints handling, ensuring that we receive, respond, and resolve complaints in a customer-centric way and in accordance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements.
  • Manage the Team Leaders, ensuring a performance-driven culture is in place with the customer at the heart of all actions by setting measurable and deliverable objectives, managing performance through 1-2-1's and performance reviews, and embedding a team culture driven by the customer voice.
  • Responsible for producing performance reports based on complaint volumes, trends, performance against mandatory targets, and lessons learned.
  • Collaborate with internal colleagues and contractors to enhance the services we provide and improve the customer journey.
What We Offer
  • A competitive 28-day annual leave entitlement plus bank holidays (pro-rata for part-time)
  • Pension Scheme with contributions matched by us up to 8.5%
  • Life Cover of three times your annual salary (as part of pension scheme membership)
  • Membership of our Health Care Cash Plan including Employee Assistance programme and DoctorLine
  • Access to a range of discounts, including Blue Light and B&Q Tradepoint Cards
  • Free access to financial education service, supporting with personalized financial information on a range of topics such as mortgages, retirement planning, pensions, saving, and investments, insurance, and will writing
  • Free Eye Tests
  • Free flu vaccinations
  • Investment in your personal development through our extensive learning and development opportunities.
  • Professional subscription for membership fees relating to your role, paid for by us
  • Family-friendly, carers' leave plus other paid leave
  • Long Service Awards
  • Carers' Networking Group and resources to support unpaid carers
How to Apply

Please click apply now to submit your CV today. In the event of high applicant volumes, we reserve the right to close this advert and CV submission window early.

We do not require recruitment agency support at this time - all speculative CV's will be treated as a direct application.

The important things - We can only consider applications from candidates who have the right to live and work in the UK. All shortlisted candidates will need to verify eligibility to work in the UK at interview. If you are the successful candidate, original proof must then be provided before your first day.

Naturally working with our customers, we need to complete pre-employment checks before you join us. This role is conditional upon receipt of two satisfactory references (one from your current employer). We also need you to tell us what you have been up to over the past 5 years as a minimum in terms of employment history. This could include carer duties, travel, seeking work, education, employment, training, or volunteering.

Equal Opportunities

As an equal opportunities' employer, Longhurst Group is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We pride ourselves on looking after our colleagues and as part of our commitment, we are an Employer for Carers and would welcome your application if you have additional unpaid caring responsibilities.

We aspire to have a greater diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join Longhurst Group.

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