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Housing Complaint Resolution Team Leader

2 months ago

London, Greater London, United Kingdom Service Care Solutions - Housing Full time

Job Title: Housing Complaint Resolution Team Leader

Location: Flexible, with a mix of office and remote work

Contract: Temporary, ongoing

Hours: Full-time, 35 hours per week

About the Role:

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

Key Responsibilities:

  • Lead and Support Team Members: Provide hands-on support and guidance to team members on complaint handling and policies.
  • Drive Team Performance: Motivate and drive the team to achieve performance targets and department objectives.
  • Review and Improve Performance: Regularly review team performance and identify development needs.
  • Monitor Productivity: Monitor productivity and ensure workloads are managed effectively.
  • Escalate Complex Complaints: Serve as the escalation point for complex complaints, intervening when necessary.
  • Lead Training Sessions: Lead training sessions and maintain high levels of team knowledge and development.
  • Prepare Performance Reports: Prepare and deliver performance reports as required.
  • Collaborate with Other Team Leaders: Collaborate with other team leaders to share best practices.
  • Foster Strong Relationships: Foster strong relationships with contractors, service area leads, and managers.
  • Communicate Updates: Communicate weekly updates to the team on organisational and departmental news.
  • Attend Management Meetings: Attend management meetings to provide updates on team performance and address challenges.
  • Identify Risks and Opportunities: Identify potential risks and opportunities, feeding them back through line management.

Requirements:

  • Experience in Housing Management: Preferred experience in housing management, but not essential.
  • Proven Leadership Experience: Proven experience leading a team.
  • Complaint Handling Experience: Demonstrated experience in complaint handling, ideally within the housing sector.
  • Excellent Communication Skills: Excellent written and verbal communication skills.
  • Housing Ombudsman Code Knowledge: Strong knowledge of the Housing Ombudsman Complaint Handling Code.

Pay Rate: £28.75 per hour (LTD company rate), £23.08 per hour (PAYE equivalent)