Current jobs related to Complaints Manager - Leicester, Leicester - PA Housing

  • Senior Complaints Manager

    6 days ago

    Leicester, Leicester, United Kingdom Yü Group Full time

    About the Role:We are seeking a highly skilled and experienced professional to join our team as a Senior Complaints Manager. The ideal candidate will have a deep understanding of Complaints and technical aspects of the Energy industry. They will be responsible for leading the Complaints Department to provide the highest level of customer service and...

  • Complaints Resolution Specialist

    2 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    Job DescriptionWe are seeking a skilled Complaints Advisor to enhance our residents' experience by effectively managing and resolving complaints and inquiries across various communication channels.Key Responsibilities:Allocate work to the team to meet priorities and deadlines, managing and monitoring outputs to meet quality and performance standards.Triage...

  • Complaints Resolution Specialist

    2 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to enhance our residents' experience by effectively managing and resolving complaints and inquiries across various communication channels.As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired...

  • Complaints Resolution Specialist

    3 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesAllocate work to the team to meet priorities and...

  • Complaints Resolution Specialist

    3 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesAllocate work to the team to meet priorities and...

  • Complaints Resolution Specialist

    2 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesManage and resolve complaints and enquiries across...

  • Complaints Resolution Specialist

    3 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesAllocate work to the team to meet priorities and...

  • Complaints Resolution Specialist

    3 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesAllocate work to the team to meet priorities and...

  • Complaints Resolution Specialist

    3 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesManage and resolve complaints and enquiries across...

  • Complaints Resolution Specialist

    3 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesManage and resolve complaints and enquiries across...

  • Complaints Resolution Specialist

    15 hours ago

    Leicester, Leicester, United Kingdom PPL PRS Full time

    At PPL PRS, we are seeking a Complaints Resolution Specialist to assist the Escalations and Complaints Manager in handling customer complaints.This role involves investigating complaints, providing feedback, and working towards a fair resolution for both the customer and the company.The successful candidate will have excellent written and verbal...

  • Complaints Resolution Specialist

    2 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    Job SummaryWe are seeking a highly skilled Complaints Resolution Specialist to join our team at PA Housing. As a key member of our customer experience team, you will play a vital role in ensuring that our residents receive exceptional service and support.Your primary responsibility will be to manage and resolve complaints and enquiries in a timely and...

  • Complaint Resolution Specialist

    5 days ago

    Leicester, Leicester, United Kingdom IOSH Full time

    About the RoleWe are seeking a skilled Complaint Co-ordinator to join our team at IOSH. As a Complaint Co-ordinator, you will play a pivotal role in resolving customer complaints in a timely and effective manner. Your exceptional communication skills and attention to detail will be crucial in investigating and resolving complaints to the satisfaction of our...

  • Complaint Resolution Specialist

    1 week ago

    Leicester, Leicester, United Kingdom IOSH Full time

    About the roleWe are seeking a skilled Complaint Co-ordinator to join our team at IOSH. As a key member of our customer service team, you will be responsible for resolving customer complaints in a timely and effective manner.Key responsibilities include:Managing customer complaints across multiple channelsConducting thorough investigations and documenting...

  • Complaint Resolution Specialist

    2 weeks ago

    Leicester, Leicester, United Kingdom IOSH Full time

    About the roleWe are seeking a skilled Complaint Co-ordinator to join our team at IOSH. As a key member of our customer service team, you will be responsible for resolving customer complaints in a timely and effective manner.Key responsibilities include:Managing customer complaints across multiple channelsConducting thorough investigations and documenting...

  • Senior Homes Complaints Officer

    1 month ago

    Leicester, Leicester, United Kingdom Stonewater Full time

    Job Title: Senior Homes Complaints OfficerWe are seeking a highly skilled and experienced Senior Homes Complaints Officer to join our Customer Relations Team at Stonewater. As a key member of our team, you will be responsible for investigating and resolving complex stage two complaints related to our repairs and planned investment services.Key...

  • Senior Homes Complaints Officer

    1 month ago

    Leicester, Leicester, United Kingdom Stonewater Full time

    Job Title: Senior Homes Complaints OfficerWe are seeking a highly skilled and experienced Senior Homes Complaints Officer to join our Customer Relations Team at Stonewater. As a key member of our team, you will be responsible for investigating and resolving complex stage two complaints related to our repairs and planned investment services.Key...

  • Senior Homes Complaints Officer

    2 weeks ago

    Leicester, Leicester, United Kingdom Stonewater Full time

    Job Title: Senior Homes Complaints OfficerWe are seeking a highly skilled and experienced Senior Homes Complaints Officer to join our Customer Relations Team at Stonewater. As a key member of our team, you will be responsible for investigating and resolving complex stage two complaints related to our repairs and planned investment services.Key...

  • Senior Homes Complaints Officer

    1 month ago

    Leicester, Leicester, United Kingdom Stonewater Full time

    Job Title: Senior Homes Complaints OfficerWe are seeking a highly skilled and experienced Senior Homes Complaints Officer to join our Customer Relations Team at Stonewater. As a key member of our team, you will be responsible for investigating and resolving complex stage two complaints related to our repairs and planned investment services.About the RoleThe...

  • Senior Homes Complaints Officer

    1 month ago

    Leicester, Leicester, United Kingdom Stonewater Full time

    Job Title: Senior Homes Complaints OfficerWe are seeking a highly skilled and experienced Senior Homes Complaints Officer to join our Customer Relations Team at Stonewater. As a key member of our team, you will be responsible for investigating and resolving complex stage two complaints related to our repairs and planned investment services.About the RoleThe...

Complaints Manager

2 months ago

Leicester, Leicester, United Kingdom PA Housing Full time
About the Role

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 play a crucial role in ensuring the effective implementation of our Complaints Policy and regulatory compliance.

Key Responsibilities
  • Leadership and Team Management: Lead and motivate the complaints team to deliver exceptional service aligned with corporate objectives and regulatory standards, fostering a positive and high-performing work environment.
  • Promote and Advocate for the Complaints Team: Actively seek opportunities to highlight the value of the complaints team across the organization, demonstrating its impact on service quality and effectiveness.
  • Ensure Policy Adherence: Uphold and enforce compliance with the Complaints Handling Code and other relevant policies, providing necessary guidance and support to ensure consistent and high-quality complaint management.
  • Conduct Performance Reviews: Regularly evaluate and provide developmental feedback to team members through structured performance reviews, setting objectives and implementing development plans to enhance team effectiveness.
  • Manage Performance Effectively: Oversee staff performance, addressing any issues promptly with timely interventions and support to ensure all team members meet their roles and responsibilities effectively.
Policy Adherence and Compliance:
  • Oversee Policy Implementation: Ensure the effective implementation and continuous improvement of the Complaints Policy, maintaining consistency and compliance with regulatory standards.
  • Analyse Complaints Data: Monitor and evaluate complaints data to identify trends, insights, and areas for improvement, supporting strategic decision-making and policy refinement.
  • Engage with Stakeholders: Liaise with internal and external stakeholders, including the Housing Ombudsman, to stay informed about regulatory updates and best practices.
  • Collaborate with Resident Groups: Work with resident groups to ensure that compliance and policy adherence are communicated clearly and effectively.
  • Facilitate Policy Enhancements: Use insights from data analysis and stakeholder engagement to drive policy enhancements and improve the overall complaints handling process.
Complaints Handling and Resolution:
  • Manage Escalated Complaints: Oversee the investigation and resolution of escalated and complex complaints, ensuring thoroughness and promptness within established timelines.
  • Two-Stage Process: Ensure the two-stage complaints process is managed effectively, maintaining transparency, fairness, and clear communication with complainants throughout.
  • Review and Approve Responses: Approve complaint responses and resolutions to guarantee consistency, high quality, and compliance with regulatory standards, ensuring that responses are clear and understandable for residents.
  • Develop Reporting Mechanisms: Establish and maintain comprehensive reporting systems to monitor complaints performance, trends, and outcomes.
  • Present Reports: Regularly report to senior management and the Board, highlighting key metrics, insights, lessons learned, and recommendations for service improvements.
  • Conduct Audits and Assessments: Perform internal audits and self-assessments against the Complaints Handling Code to ensure ongoing compliance and operational effectiveness.
  • Collaborate on Data Presentation: Work with board committee members and the MRC to present high-quality data and ensure that it meets the board's expectations.
Stakeholder Engagement:
  • Build and Maintain Relationships: Develop and sustain effective relationships with internal stakeholders to foster a collaborative approach to complaint resolution and service enhancement.
  • Represent PA Housing Externally: Advocate for resident interests and promote best practices by representing PA Housing in external forums and meetings related to complaints management.
  • Ensure Resident Engagement: Ensure the team consistently engages with residents and resident groups, keeping the resident at the core of the service.
Requirements
  • Regulatory Framework Knowledge: Strong understanding of regulatory frameworks, including the Housing Ombudsman's Complaints Handling Code and relevant legislation.
  • Leadership and Team Management: Proven leadership and team management skills, with the ability to inspire and develop a high-performing team.
  • Engagement of the Wider Business: Ability to engage with the wider business at all levels, working as the subject matter expert.
  • Communication and Conflict Resolution: Excellent communication, negotiation, and conflict resolution abilities.
  • Analytical Mindset: Analytical mindset with the capability to interpret data and drive evidence-based decisions.
  • Commitment to Customer Service: Dedication to customer service excellence and continuous improvement.
  • Performance Management: Competence in managing staff performance, conducting reviews, and implementing necessary interventions.
  • Customer/Resident-Focused Services: Considerable transferable skills from general awareness and experience of customer resolution.
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.