Customer Resolution Team Leader

2 weeks ago

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

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

The successful candidate will be responsible for ensuring that our complaints handling service is efficient, fair, and thorough, guiding the team through every stage of the complaint lifecycle.

This is a permanent role based in St. Helens with occasional travel to other locations across Liverpool 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 the Customer Resolution Officers in their duties to resolve Stage 1 and Stage 2 complaints ensuring the principles of dispute resolution are embedded.
  • Respond to and case manage individual cases in times of high volumes or for cases of a complex nature.
  • Ensure that customer vulnerability and individual circumstances are being taken into account.
  • Ensure effective resolution of complaints overseeing the quality of responses to ensure a high standard is provided to the customer that meets timescales and Complaint Handling Code requirements.
  • Monitor the use of 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, meeting the requirements of the Regulator of Social Housing, and Housing White Paper.
  • Support the Service Lead to ensure the implementation of any learning arising from the complaints process and ensure Learning Circles take place on a regular basis across the organisation to help embed the learning from complaints.
  • Support the Service Lead in the Annual Review and Self-Assessment against the Complaint Handling Code including the delivery of any actions that are identified.
  • Develop, deliver, measure and evaluate complaints projects, priorities and performance targets to deliver services that continually improve.
  • The delivery of the complaints service ensuring that customers can complain effectively, measuring the quality and timeliness of response in conjunction with members of your team.
  • Support the Service Lead to develop and maintain excellent working relationships with internal and external stakeholders, ensuring the requirements of the Complaint Handling Code are met.
  • You will support the Service Lead on improvements required for Case Management in relation to complaint handling and you will ensure that regular audits are carried out with complaint cases within the Case Management system on a regular basis.
  • Ensure that performance is discussed in Meetings, 1-2-1's and biannual Performance Reviews.
  • Support the Service Lead on preparation of reports and statistical data as required for Board, Senior Management Team, and Landlord Operations Committee on KPI's, successes, learning and improvements.
  • 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 via the channels it is received and develop reports to support learning from complaints and evidence compliments received to share best practice.
  • Oversight of MP and Councillor enquires to ensure responses are issued within targets.
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: Start with 25 days plus bank holidays, increasing to 30 days after five years of dedicated service.
  • Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
  • Financial Flexibility: Take advantage of our holiday purchase scheme, Aviva pension plan, and Salary Finance for affordable loans. With Wagestream, access a portion of your pay instantly.
  • Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
  • Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
  • Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
  • Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
  • Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
  • Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.
  • Social Activities: Torus has a designated social committee who organise events throughout the year aimed as supporting employees wellbeing, feeling of belonging and driving an inclusive workplace.
Interview Process:
  • Candidates will undergo in-person interviews, consisting of a competency-based interview.
Additional Information:
  • Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
  • Right to work verification
  • Qualification certificate check
  • 2x Completed references
  • OH Health Questionnaire – Fit For Work
  • DBS check (if required for role)
  • Completion of all new starter documentation including signed T&C's

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