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Community Management Expert

2 months ago

London, Greater London, United Kingdom Reed Property & Construction Full time

We are seeking an experienced Community Management Expert to join our team at Reed Property & Construction. As a pivotal member of our organisation, you will play a crucial role in ensuring the voice of residents is heard, shaping service design, and improving service delivery through effective management of customer feedback and complaints.

About the Role:

  • Manage and resolve complex customer service issues, including complaints and feedback, ensuring timely and effective solutions.
  • Develop and implement relationship management plans for key accounts at both local and national levels.
  • Lead and develop an exceptional omni-channel customer complaints experience.
  • Set performance objectives for the team, ensuring accountability and taking corrective actions as necessary.
  • Ensure compliance with relevant external regulatory codes and internal policies to minimise business risk and protect our reputation.

Your Key Responsibilities:

  • Proven success in performance management and leading teams through change.
  • Deep understanding of the sector environment, including relationships with regulatory bodies like the Housing Ombudsman.
  • Significant experience in managing a customer services function related to complaints, driving customer satisfaction, and effectively managing dissatisfaction.
  • Comprehensive knowledge of housing law and regulations related to managing complaints and engaging customers.

What We Offer:

  • Estimated Salary: £500-£700 per day (inside IR35)
  • Opportunity to work in a leading social business committed to housing and community development.
  • Professional development opportunities and support.

Requirements:

  • Experience managing a complaints service within a regulated environment.
  • Understanding of the social housing sector.