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Complaints Resolution Team Leader

2 months ago

London, Greater London, United Kingdom Red Personnel Full time
Job Description

Role Overview:

We are seeking a highly skilled and experienced Complaints Resolution Team Leader to join our team at Red Personnel. As a key member of our organization, you will be responsible for leading a dedicated team focused on managing complaints at stage one or stage two.

Key Responsibilities:

  1. Team Leadership: Oversee and support a team responsible for resolving complaints, ensuring targets are met and compliance is maintained.
  2. Complaint Handling: Provide support and guidance on complaint handling and policies to team members.
  3. Performance Management: Motivate and drive the team to achieve performance goals and objectives.
  4. Quality Assurance: Regularly review performance and development needs with individual team members.
  5. Escalation Point: Step in to handle escalated complaints or provide advice and support when needed.
  6. Reporting: Deliver performance reports and updates as required.
  7. Relationship Building: Maintain strong relationships with contractors, service area leads, and managers.
  8. Communication: Provide regular updates to the team on organisational and departmental news.
  9. Meeting Attendance: Attend weekly management meetings to report on team performance and address challenges.
  10. Risk Management: Identify risks and opportunities, feeding back through line management.

Requirements:

  • Demonstrable experience in complaint handling, ideally within a housing environment.
  • In-depth knowledge of the Housing Ombudsman Complaint Handling Code.

What We Offer:

This role offers a hybrid working model, with a minimum of two days based at one of our offices. If you are a motivated leader with a passion for customer service and complaint resolution, we would love to hear from you.