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Complaints Resolution Improvement Manager
2 months ago
This is a key role within Octavia, responsible for driving high levels of performance and continuous improvement in our complaints handling function. The successful candidate will lead on the coordination and quality control of complaints casework and MP enquiry responses, ensuring timely responses and compliance with regulatory standards.
Key Responsibilities:- Complaints Investigation and Resolution: Ensure that all complaints and MP enquiries are investigated promptly, fairly, and impartially, using an evidence-based approach in line with the law, policy, and regulatory code.
- Collaborative Working: Engage with service managers and complaint handlers to provide high-quality responses and facilitate prompt resolutions and solutions that improve the experience of residents.
- Compliance and Performance Monitoring: Develop and maintain systems for monitoring compliance with the complaints policy to provide organisational assurance that complaints are acknowledged, thoroughly investigated, and responded to within timescales.
- Regulatory Requirements and KPIs: Support the organisation to ensure regulatory requirements and key performance indicators are met through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman's Code.
- Service Improvement: Use complaints, feedback information, and intelligence to drive service improvements, inform scrutiny reviews, and develop and deliver improvement projects.
- Compassionate and Empathetic Response: Respond to complaints in a way that is compassionate and empathetic, sensitive to the needs of complainants, and fully addresses all concerns raised.
- Culture of Feedback: Promote a culture where feedback from customers is highly valued and intelligence gained from surveys, complaints, and compliments is proactively used to change practice and improve experience.
- Experience: Extensive complaint management and customer service experience within the social housing sector or similar complex organisations.
- Change Management: Extensive experience of managing change or continuous improvement programmes and strategies to ensure ongoing learning and service improvement.
- Project Management: Experience of project management in a strategy, policy, planning, or performance context.
- Data-Driven Reports: Experience of providing high-quality insight reports that present analysis and evidence, synthesising multiple sources of evidence to create reports and recommendations.
- Complaints and Performance Reports: Experience of building and creating accurate and engaging complaints or performance reports evidencing service performance, improvements, and impact.
- Legal Frameworks: An understanding of the legal frameworks guiding the handling of complaints and statutory complaints procedures.
- Service Development Methods: Significant knowledge of methods, systems, and processes for obtaining service user feedback and complaints.
- Project Management Methodology: Working knowledge of project management methodology.
- Landlord & Tenant Law: Knowledge of Landlord & Tenant law, social housing, and policy development within the sector.
- Salary: £55,000 with up to 10% pension contribution.
- Flexible Working: Flexible-working arrangements.
- Employee Wellbeing: Employee wellbeing app and mental health support.
- Online GP Service: Online GP service.
- Cycle to Work: Cycle to work scheme.
- Self-Development: Opportunities for self-development with over 60 courses available to self-enrol.
- Volunteering: Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme.