Housing Complaint Resolution Team Leader
6 days ago
We are seeking a highly skilled and experienced Complaint Resolution Team Leader to join our team at Service Care Solutions. As a key member of our housing management team, you will be responsible for leading and supporting a dedicated team handling stage one or stage two complaints.
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.
- 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 rate for this role is £28.75 per hour (LTD company rate), equivalent to £23.08 per hour PAYE.
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