Customer Resolution Team Leader

3 weeks ago

St Helens, St. Helens, United Kingdom Torus Group Full time
Customer Resolution Team Leader Job Description

We are seeking a dedicated and skilled Customer Resolution Team Leader to oversee our dynamic Customer Resolution Team across Liverpool, St Helens, and Warrington.

Key Responsibilities:

  • Inspire, lead, manage and motivate staff within the team to ensure the provision of a high-quality complaints service.
  • Support and assist Customer Resolution Officers in resolving Stage 1 and Stage 2 complaints, ensuring the principles of dispute resolution are embedded.
  • Respond to and case manage individual cases, particularly during high volumes or complex cases.
  • Ensure customer vulnerability and individual circumstances are taken into account.
  • Ensure effective resolution of complaints, overseeing the quality of responses to meet timescales and Complaint Handling Code requirements.
  • Monitor goodwill and compensation payments agreed following complaint outcome.
  • Support the Service Lead to ensure effective engagement and complaint handling, including MP and Councillor enquires to drive continuous improvement of services.
  • Support the Service Lead to implement learning arising from the complaints process and ensure Learning Circles take place regularly.
  • Support the Service Lead in the Annual Review and Self-Assessment against the Complaint Handling Code.
  • Develop, deliver, measure and evaluate complaints projects, priorities and performance targets to deliver services that continually improve.
  • Deliver the complaints service, ensuring customers can complain effectively, measuring the quality and timeliness of response.
  • Support the Service Lead to develop and maintain excellent working relationships with internal and external stakeholders.
  • Support the Service Lead on improvements required for Case Management in relation to complaint handling.
  • Ensure performance is discussed in Meetings, 1-2-1's and biannual Performance Reviews.
  • Support the Service Lead on preparation of reports and statistical data for Board, Senior Management Team, and Landlord Operations Committee.
  • Manage allocated budgets and other resources, achieving value for money and ensuring compliance with financial procedures and audit requirements.
  • Support the Service Lead and Customer Feedback Officer to manage the relationship with the Housing Ombudsman Service.
  • Support the Service Lead to monitor customer satisfaction and feedback from customers.

Requirements:

  • Educated to degree level and/or professional qualification in Complaint Handling (CCA, ICS or similar) or equivalent demonstrable experience.
  • CIH Level 4 or willingness to work towards within 12 months.
  • Track record of delivering an effective complaints service.
  • Proven experience of managing and motivating teams.
  • Proven experience of setting and achieving performance targets relating to complaints.
  • Track record of process reviews and delivering demonstrable improvements in customer experience.
  • Demonstrates the ability to work under pressure and prioritise workload to meet deadlines.
  • Proven experience of having worked with the Housing Ombudsman.
  • Excellent knowledge of IT systems including Microsoft Office and other housing software.
  • Experience of the social housing sector at a management level.

What We Offer:

  • Generous Annual Leave: 25 days plus bank holidays, increasing to 30 days after five years of dedicated service.
  • Family Support: Enhanced maternity, paternity, and adoption pay.
  • Financial Flexibility: Holiday purchase scheme, Aviva pension plan, and Salary Finance for affordable loans.
  • Travel and Transport: Lease car scheme and employee discounts on various products.
  • Continuous Learning: E-learning workshops and support for professional qualifications.
  • Recognition and Well-being: Reward and recognition schemes, volunteer opportunities, and enhanced sick pay.
  • Flexible Working: Agile working, supporting individual needs and preferences.
  • Comfortable Workspaces: Well-designed offices with excellent public transport links.
  • Health and Wellness: BUPA health expenses coverage for eligible employees.
  • Social Activities: Social committee organising events throughout the year.

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