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Customer Complaints and Feedback Manager

2 months ago

Spennymoor, United Kingdom Livin Housing Full time

Location: 

Spennymoor

Salary: 

up to £42,886 per annum plus pension, and competitive benefits

Contract Type: 

Permanent

Hours: 

Full-Time (37 Hours per week)

About us

We are an award-winning not for profit housing association that currently owns nearly 9,000 homes across County Durham.  We offer more than just a home. We help improve the lives of the people living in our homes and in our places.  We work hard to make sure those homes are high quality, sustainable and adaptable, while meeting tenants’ current and future aspirations. We offer support that help people into work and training and increase their financial confidence and stability.

Our Plan A sets out our strategy for a realistic path to success. It's flexible. It can cope with the things we do not yet know. Importantly it’s cohesive, ensuring we are working together with our teams, partners, tenants and residents to maximise the impact we can make by improving lives through the provision of sustainable homes.

About the role

As the Customer Complaints and Feedback Manager, you will play an influential part in delivering on our Plan A objectives and enabling services to harness feedback that improve the customer experience through service improvement and amplifying the customer voice. 

Your drive, tenacity and creativity will ensure you can deliver on the performance objectives facing your team whilst your attention to detail and organisational skills will ensure we maintain full regulatory compliance for complaints and feedback. The role will help build valuable relationships with residents living in communities across our places.

About you

As a self-starter and a strategic and analytical thinker customers will be at the heart of what you do. You will have strong digital and management skills and need to be resilient, innovative, and able to balance a range of conflicting demands to meet tight deadlines. You will get real job satisfaction from resolving complaints and building trust with tenants and ensure the complaints service enables and supports the development, delivery and realisation of an excellent customer experience in accordance with the Regulator of Social Housing’s Consumer Standards and Housing Ombudsman’s Complaint Handling Code.

You will have a track record in working collaboratively with service leads and presenting complaints data, writing reports, and providing evidence of compliance with regulatory standards, advising where changes are needed at regular intervals.

Holding a degree level or equivalent professional qualification in a relevant discipline, you will be able to demonstrate your commitment to professional development and learning. The successful candidate will undertake, if necessary, fully funded study towards a relevant NVQ qualification in Housing.

Benefits

To see the fantastic benefits available to our employees, please visit  here

For an informal discussion about the role please contact Ange Smurthwaite, Customer Experience Manager, via email at

Interviews for successful candidates will be held on Thursday 26 September 2024.