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Housing Complaint Resolution Team Leader

2 months ago

West End of London, United Kingdom Service Care Solutions Full time
Job Title: Housing Complaint Resolution Team Leader

We are seeking a highly skilled and experienced Complaint Resolution Team Leader to join our team at Service Care Solutions. As a key member of our housing management team, you will be responsible for leading and supporting a dedicated team handling stage one or stage two complaints.

Key Responsibilities:
  • Provide hands-on support and guidance to team members on complaint handling and policies.
  • Motivate and drive the team to achieve performance targets and department objectives.
  • Regularly review team performance and identify development needs.
  • Monitor productivity and ensure workloads are managed effectively.
  • Serve as the escalation point for complex complaints, intervening when necessary.
  • Lead training sessions and maintain high levels of team knowledge and development.
  • Prepare and deliver performance reports as required.
  • Collaborate with other team leaders to share best practices.
  • Foster strong relationships with contractors, service area leads, and managers.
  • Communicate weekly updates to the team on organisational and departmental news.
  • Attend management meetings to provide updates on team performance and address challenges.
  • Identify potential risks and opportunities, feeding them back through line management.
Requirements:
  • Preferred experience in housing management, but not essential.
  • Proven experience leading a team.
  • Demonstrated experience in complaint handling, ideally within the housing sector.
  • Excellent written and verbal communication skills.
  • Strong knowledge of the Housing Ombudsman Complaint Handling Code.
Pay and Benefits:

The pay rate for this role is £28.75 per hour (LTD company rate), equivalent to £23.08 per hour PAYE.