Complaints Lead

1 day ago

Camden Town, United Kingdom Daniel Owen Ltd Full time

CONTRACT ROLE

Exciting Opportunity for a Complaints Lead / Manager
Working with a Large Housing group in North West London
Long term contract to permanent

Hybrid Position - Rate negotiable

Must demonstrate experience of successful management of complaints and housing ombudsman code and LGSCO in local authority / housing sector

The role will involve monitoring KPIs (key performance indicators) and work to improve relationships between operational teams and clients/customers to meet or exceed contractual KPIs and internal SLAs, for operational performance

Experience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software's .

Essential:

Knowledge of Health & Safety legislation, and statutory requirements in relation to the role
Good understanding of Social Housing Building Maintenance and customer satisfaction.Other key duties include:

Monitoring quality, ensuring our reporting systems are fully up to date and audit-able and that the correct procedures have been followed;
Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;
Monitoring performance dashboard to ensure the schedulers are achieving their utilisation targets and taking appropriate and timely action where targets may be missed
Provide leadership to the team through effective coaching, mentoring, 121s and team meetings.
Ensure team members understand their role and areas of responsibilities.Requirement

Senior/Head of service role within a customer experience, customer resolutions and allocations within social housing - and ALMO experience is desirable
Experience of social housing regulation and working within the Housing Ombudsman complaint handling code
TSMs and increasing satisfaction
Customer Excellence accreditation
Working with the Board Member responsible for complaints
Strategic oversight of delivering the customer experience and meeting the Consumer Standards relevant to the customer experience
Working with Senior Leadership Team across SHP
Providing assurance reporting and management information to Board, the Client and the executive teamDesirable for candidate:

Excellent communication skills
Strong interpersonal skill working with people at all levels
Analytically skills to interpret data and monitor trends
Strong customer focus and excellent telephone manner
Leadership skills and the ability to motivate and develop staffThis role will be supporting new processes and working closely with management to achieve a strong and happy environment across the board.

If you would like to be considered please submit a CV or call (phone number removed)

  • Local Authority Stage 2 Complaints Officer

    2 weeks ago

    Camden Town, United Kingdom Neway International Ltd Full time

    Neway International are seeking a Complaints Officer (Grade: Level 3 Zone 2) to join our client based with Camden Council. Location: 5 Pancras Square, Camden (Agile Working – mix of office and remote)Hours: 36 per week (09:00 – 17:30)Start Date: 15 December 2025Pay Rate: £22.55 PAYE / £29.44 Umbrella per hour About the Client Camden Council is building...

  • Lead Food Safety

    7 days ago

    Camden Town, United Kingdom London Borough of Camden Full time

    A local government organization is seeking a Food Safety Environmental Health Officer to enhance public safety. Responsibilities include food safety enforcement, handling complaints, and leading initiatives. Ideal candidates will have a solid foundation in environmental health principles and must hold relevant certifications. This role offers competitive...

  • Care Manager

    1 week ago

    Camden Town, United Kingdom City & County Healthcare Group Full time

    **Care Manager - Camden N3 2JU** We have a fantastic opportunity to join the UKs leading provider of community-based home and social care services. The role of the Care Manager is to support the Branch and Branch Manager in the effective running of services. You will be responsible for the first line supervision of office staff and deputise for the branch...

  • Building Surveyor

    1 week ago

    Camden Town, United Kingdom The Riverside Group Full time

    Job Title: Building SurveyorContract Type: PermanentSalary: £51,125 Per AnnumWorking Hours: 35 hours per weekWorking Pattern: Monday to Friday, HybridLocation: Camden, London If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential...

  • Horticulturist Team Leader

    7 days ago

    Camden, United Kingdom HL Services Full time

    We are currently recruiting for Horticulturist Team Leader around Camden **Main purpose of job**: To lead a team of Horticulturists and support grounds maintenance contract delivery, specifically to liaise with Client, Residents and Friends Groups in respect of minor regeneration projects additional work streams, and adhoc nuisance rectification...

  • Receptionist

    2 weeks ago

    Camden, United Kingdom Park Street People Full time

    **Our client, an industry leading business service provider is currently looking for a Receptionist to join their team in Camden.** You’ll play a key role in supporting and providing a welcoming environment to customers, visitors and contractors as they come through the Front of House/Reception Area. This is a typical busy role with hands on reception...

  • Retail Supervisor

    2 weeks ago

    Camden, United Kingdom Collectif.co.uk Ltd Full time

    **Responsibilities**: - Assisting and covering the Sales Manager where needed, to include: visual merchandising; stock replenishment; daily reports; health & safety, opening & closing store - Responsible for supervising the team and the tasks they have been delegated by their manager - Maintaining high levels of customer service at all times - Handling...

  • Case Manager

    3 days ago

    Camden, United Kingdom The Graduate Project Full time

    **Company and role overview** **Main responsibilities** - Provide support/experience regarding business plans, communicating with relevant teams and managers. - Provide advice and support either in relation to individual complaints or on a general basis - Ensure that resources within the team meet the requirements of the department business plan and...

  • Case Management Triage Officer

    1 week ago

    Camden, Greater London, United Kingdom London Borough of Camden Full time

    Salary:£38,923 - £43,749Grade:Level 3, Zone 1Location:Holmes Road Depot, NW5 3APContract Type:PermanentHours:36, Full TimeClosing Date:Tuesday 2^nd December at 23:59About CamdenCamden is changing on the inside to make life better for everyone. Our residents and communities are at the heart of everything we do. We're home to the most important conversations...

  • Environmental Enforcement Officer

    3 days ago

    Camden, United Kingdom Kingdom Full time

    **Salary**: £13.50 - 13.50 per hour **Reference**: 15486 **Company**:Kingdom Local Authority Support (Kingdom).** **Location: Camden, NW5 area.** **Hours: On average 40 hours per week, shifts as per site rota. Monday to Sunday (rotational weekends) 06:00am - 19:00pm.** **Pay Rate: £13.50 per hour.** **About Kingdom**: **Kingdom is the leading supplier...