Complaints Team Lead

1 week ago


Metropolitan Borough of Solihull, United Kingdom We Manage Jobs(WMJobs) Full time

About Us

Solihull Community Housing is a leading provider of homes and support services in the Solihull Borough. With over 10,000 customers, we offer a wide range of services including repairs, rent accounts, housing management, and homelessness assistance.

We are creating a new Complaints Team to drive service improvement and ensure compliance with the Housing Ombudsman Code. As a key member of this team, you will lead by example, promoting a positive complaints culture and supporting service improvement initiatives.

The Role

As a Complaints Team Lead, you will be responsible for steering the team and embedding our new approach at Solihull Community Housing. You will analyse complaint outcomes at Stage 1, review and prepare data for stakeholders, customers, and colleagues, and ensure compliance with the Housing Ombudsman Code.

This role requires exceptional people management skills, customer focus, and a proactive approach to driving service improvement. You will also need to promote and role model a positive complaints culture within the organization.

Key Requirements

  • You will handle complaints, oversee complaint handling, and analyse complaints to drive service improvement.
  • Review and prepare data for various stakeholders, customers, and colleagues to inform decision-making and drive service improvement.

Estimated Salary: £40,000 - £55,000 per annum, depending on experience.



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