Complaints Resolution Lead Specialist

1 day ago


London, Greater London, United Kingdom TRI Consulting Ltd Full time
Job Overview

We are seeking a highly skilled Complaints Resolution Lead to join our team at TRI Consulting Ltd on a temporary basis.

Key Responsibilities:
  • Develop and implement effective strategies to resolve escalated complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code.
  • Collaborate with operational teams to identify potential reputational risk and mitigate action to prevent future issues.
  • Manage contact and communication with the Housing Ombudsman and customers, driving improvements in complaint handling processes.
  • Maintain up-to-date knowledge of relevant statutory policies and related procedures, including health and safety and financial regulations.
  • Liaise with senior management to ensure compliance with industry standards and best practices.

This is a hybrid role, requiring three days in the office (Tuesday and Wednesday mandatory) and two days working from home. The successful candidate will have excellent analytical skills, strong communication abilities, and experience administering complex complaints processes.

Salary Information:

The salary for this role is estimated to be around £26.41 per hour, reflecting the importance of this position within our organization.

Required Skills and Qualifications:
  • Extensive experience in handling complex complaints and leading on resolution of high-profile and business-significant escalated complaints.
  • Strong analytical skills to identify trends and root causes of complaints.
  • Familiarity with relevant regulatory requirements and ability to maintain compliance with industry standards.
  • Experience administering a complaints or similarly complex process, coordinating complaint handling or comparable process at Board/Director Level.
  • Knowledge and experience communicating with the Housing Ombudsman or other ombudsman services.


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