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Complaints Manager

2 months ago

Leicester, Leicester, United Kingdom PA Housing Full time

Job Summary:

We are seeking a highly skilled and experienced Complaints Manager to join our team at PA Housing. As a key member of our organization, you will be responsible for leading and managing our complaints team to ensure the effective implementation of our Complaints Policy across the organization.

Key Responsibilities:

  • Leadership and Team Management:
    • Lead and motivate the team to deliver exceptional service aligned with corporate objectives and regulatory standards.
    • Promote and advocate for the complaints team across the organization, demonstrating its impact on service quality and effectiveness.
    • Ensure policy adherence and compliance with regulatory standards.
    • Conduct performance reviews and provide developmental feedback to team members.
    • Manage staff performance and address any issues promptly.
  • Policy Adherence and Compliance:
    • Oversee the implementation and continuous improvement of the Complaints Policy.
    • Analyze complaints data to identify trends, insights, and areas for improvement.
    • Engage with internal and external stakeholders to stay informed about regulatory updates and best practices.
    • Collaborate with resident groups to ensure compliance and policy adherence are communicated clearly and effectively.
    • Facilitate policy enhancements and improve the overall complaints handling process.
  • Complaints Handling and Resolution:
    • Manage escalated and complex complaints, ensuring thoroughness and promptness within established timelines.
    • Ensure the two-stage complaints process is managed effectively, maintaining transparency, fairness, and clear communication with complainants.
    • Review and approve complaint responses and resolutions to guarantee consistency, high quality, and compliance with regulatory standards.
    • Develop and maintain comprehensive reporting systems to monitor complaints performance, trends, and outcomes.
    • Present reports to senior management and the Board, highlighting key metrics, insights, lessons learned, and recommendations for service improvements.
    • Conduct internal audits and self-assessments against the Complaints Handling Code to ensure ongoing compliance and operational effectiveness.
  • Stakeholder Engagement:
    • Build and maintain effective relationships with internal stakeholders to foster a collaborative approach to complaint resolution and service enhancement.
    • Represent PA Housing externally, advocating for resident interests and promoting best practices in complaints management.
    • Ensure the team consistently engages with residents and resident groups, keeping the resident at the core of the service.

Requirements:

  • Strong understanding of regulatory frameworks, including the Housing Ombudsman's Complaints Handling Code and relevant legislation.
  • Proven leadership and team management skills, with the ability to inspire and develop a high-performing team.
  • Excellent communication, negotiation, and conflict resolution abilities.
  • Analytical mindset with the capability to interpret data and drive evidence-based decisions.
  • Dedication to customer service excellence and continuous improvement.
  • Competence in managing staff performance, conducting reviews, and implementing necessary interventions.

Core Competencies:

  • Customer Focus: Prioritizes customer satisfaction and service quality.
  • Integrity: Upholds ethical standards and transparency in all relations.
  • Team Leadership: Inspires and guides team members towards common goals.
  • Regulatory Awareness: Maintains up-to-date knowledge of regulatory requirements and compliance standards.
  • Problem-Solving: Applies analytical skills to resolve complex issues effectively.