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Complaints Resolution Team Leader

2 months ago

Surrey Quays, Greater London, United Kingdom Red Personnel Full time
Complaints Resolution Team Leader Job Description

At Red Personnel, we are seeking a skilled Complaints Resolution Team Leader to join our team. As a Complaints Resolution Team Leader, you will be responsible for leading a dedicated team focused on managing complaints at stage one or stage two.

Key Responsibilities:
  • Provide guidance and support on complaint handling and policies to team members.
  • Motivate and drive the team to achieve performance goals and objectives.
  • Regularly review performance and development needs with individual team members.
  • Monitor the quality and productivity of the team to ensure excellent service delivery.
  • Ensure workloads are effectively managed by reviewing resources and capabilities.
  • Step in to handle escalated complaints or provide advice and support when needed.
  • Organise regular learning and training sessions to maintain a high level of knowledge within the team.
  • Deliver performance reports and updates as required.
  • Collaborate with other team leaders to share best practices and knowledge.
  • Maintain strong relationships with contractors, service area leads, and managers.
  • Provide regular updates to the team on organisational and departmental news.
  • Attend weekly management meetings to report on team performance and address challenges.
  • Identify risks and opportunities, feeding back through line management.
About You:

We are looking for a dynamic leader who can inspire their team to meet goals and deliver excellent service. You will have a strong focus on customer experience, effective planning, and a passion for resolving complaints efficiently.

Essential Skills & Experience:
  • Proven experience in leading a team.
  • Demonstrable experience in complaint handling, ideally within a housing environment.
  • Excellent written and verbal communication skills.
  • In-depth knowledge of the Housing Ombudsman Complaint Handling Code.

This role offers a hybrid working model, with a minimum of two days based at one of our offices in Westminster Bridge Road, Ealing, or Pitsea.