Complaints Manager

Additional role requirements:

• DBS check required

A little bit about what we are looking for...

As the Complaints Manager at PA Housing, you will lead, champion, and manage the complaints team to ensure the effective implementation of our Complaints Policy across the organisation. Your role is crucial in aligning our practices with the Housing Ombudsman’s Complaints Handling Code and other regulatory standards. You will be responsible for ensuring that resident complaints are addressed promptly, fairly, and in accordance with our policies, with the aim of resolving issues and enhancing customer confidence in PA Housing. In this role, you will serve as the subject matter expert and ambassador for complaints management, promoting consistent response standards and fostering a culture that values complaints and learns from them. Your leadership will inspire the organisation to view complaints as opportunities for improvement and development.

We embrace the future of work with our hybrid working model, offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately 2-3 days per week in the office with the remainder being from the comfort of your own home. However bear in mind during your probation and training, we may request more office presence to ensure you feel fully supported and equipped for success. Your well-being and confidence in your role are paramount to us, and we're committed to providing the flexibility you need to excel. Of course if you'd prefer to be in the office more, then that is completely fine with us too

Your responsibilities...

Leadership and Team Management:

• Lead and Motivate the Team: Inspire and guide the complaints team to deliver exceptional service aligned with corporate objectives and regulatory standards while fostering a positive and high-performing work environment.
  
• Promote and Advocate for the Complaints Team: Actively seek opportunities to highlight the value of the complaints team across the organisation, demonstrating its impact on service quality and effectiveness.
  
• Ensure Policy Adherence: Uphold and enforce compliance with the Complaints Handling Code and other relevant policies, providing necessary guidance and support to ensure consistent and high-quality complaint management.
  
• Conduct Performance Reviews: Regularly evaluate and provide developmental feedback to team members through structured performance reviews, setting objectives and implementing development plans to enhance team effectiveness.
  
• Manage Performance Effectively: Oversee staff performance, addressing any issues promptly with timely interventions and support to ensure all team members meet their roles and responsibilities effectively.

Policy Adherence and Compliance:

• Oversee Policy Implementation: Ensure the effective implementation and continuous improvement of the Complaints Policy, maintaining consistency and compliance with regulatory standards.
  
• Analyse Complaints Data: Monitor and evaluate complaints data to identify trends, insights, and areas for improvement, supporting strategic decision-making and policy refinement.
  
• Engage with Stakeholders: Liaise with internal and external stakeholders, including the Housing Ombudsman, to stay informed about regulatory updates and best practices.
  
• Collaborate with Resident Groups: Work with resident groups to ensure that compliance and policy adherence are communicated clearly and effectively.
  
• Facilitate Policy Enhancements: Use insights from data analysis and stakeholder engagement to drive policy enhancements and improve the overall complaints handling process.

Complaints Handling and Resolution:

• Manage Escalated Complaints: Oversee the investigation and resolution of escalated and complex complaints, ensuring thoroughness and promptness within established timelines.Facilitate
  
• Two-Stage Process: Ensure the two-stage complaints process is managed effectively, maintaining transparency, fairness, and clear communication with complainants throughout.
  
• Review and Approve Responses: Approve complaint responses and resolutions to guarantee consistency, high quality, and compliance with regulatory standards, ensuring that responses are clear and understandable for residents.
  
• Develop Reporting Mechanisms: Establish and maintain comprehensive reporting systems to monitor complaints performance, trends, and outcomes.
  
• Present Reports: Regularly report to senior management and the Board, highlighting key metrics, insights, lessons learned, and recommendations for service improvements.
  
• Conduct Audits and Assessments: Perform internal audits and self-assessments against the Complaints Handling Code to ensure ongoing compliance and operational effectiveness.
  
• Collaborate on Data Presentation: Work with board committee members and the MRC to present high-quality data and ensure that it meets the board’s expectations.

Stakeholder Engagement:

• Build and Maintain Relationships: Develop and sustain effective relationships with internal stakeholders to foster a collaborative approach to complaint resolution and service enhancement.
  
• Represent PA Housing Externally: Advocate for resident interests and promote best practices by representing PA Housing in external forums and meetings related to complaints management.
  
• Ensure Resident Engagement: Ensure the team consistently engages with residents and resident groups, keeping the resident at the core of the service.

We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.

Our ideal candidate...

Essential Skills and Experience:

• Regulatory Framework Knowledge: Strong understanding of regulatory frameworks, including the Housing Ombudsman's Complaints Handling Code and relevant legislation.
• Leadership and Team Management: Proven leadership and team management skills, with the ability to inspire and develop a high-performing team.
• Engagement of the wider business at all levels working as the subject matter expert
• Communication and Conflict Resolution: Excellent communication, negotiation, and conflict resolution abilities.
• Analytical Mindset: Analytical mindset with the capability to interpret data and drive evidence-based decisions.
• Commitment to Customer Service: Dedication to customer service excellence and continuous improvement.
• Performance Management: Competence in managing staff performance, conducting reviews, and implementing necessary interventions.
• Customer/Resident-Focused Services: Considerable transferable skills from general awareness and experience of customer resolution.
  

Core Competencies:

• Customer Focus: Prioritises customer satisfaction and service quality.
• Integrity: Upholds ethical standards and transparency in all relations.
• Team Leadership: Inspires and guides team members towards common goals.
• Regulatory Awareness: Maintains up-to-date knowledge of regulatory requirements and compliance standards.
• Problem-Solving: Applies analytical skills to resolve complex issues effectively.

AGENCIES: We know where you are if we need your support so please do not contact us.

To apply for this role please click on the apply button or for any enquiries please email recruitment@pahousing.co.uk