Housing Complaint Resolution Team Lead

6 days ago

London, Greater London, United Kingdom Service Care Solutions - Housing Full time
Job Title: Housing Complaint Resolution Team Leader

Location: London, W5 or SE1 or Basildon SS13

We are seeking a Complaint Resolution Team Leader to lead and support a dedicated team handling stage one or stage two complaints. The primary goal is to ensure that the team meets targets, complies with policies, and delivers an outstanding complaints service to customers.

Key Responsibilities:
  • Provide hands-on support and guidance to team members on complaint handling and policies.
  • Motivate and drive the team to achieve performance targets and department objectives.
  • Regularly review team performance and identify development needs.
  • Monitor productivity and ensure workloads are managed effectively.
  • Serve as the escalation point for complex complaints, intervening when necessary.
  • Lead training sessions and maintain high levels of team knowledge and development.
  • Prepare and deliver performance reports as required.
  • Collaborate with other team leaders to share best practices.
  • Foster strong relationships with contractors, service area leads, and managers.
  • Communicate weekly updates to the team on organisational and departmental news.
  • Attend management meetings to provide updates on team performance and address challenges.
  • Identify potential risks and opportunities, feeding them back through line management.
Essential Criteria and Experience:
  • Preferred experience in housing management, but not essential.
  • Proven experience leading a team.
  • Demonstrated experience in complaint handling, ideally within the housing sector.
  • Excellent written and verbal communication skills.
  • Strong knowledge of the Housing Ombudsman Complaint Handling Code.

The pay range for the role is £28.75 per hour LTD company rate. The PAYE equivalent is £23.08 per hour.

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