Complaints Team Lead

Daniel Owen Ltd.; Southwestern Ontario; On-site; CAD 80,000 - 100,000; Full time

Job summary

A well-known company in the sector is seeking a Complaints Team Lead to oversee customer complaints and statutory inquiry services. This role involves leading a team, recording and logging complaints, and ensuring responses are timely and of a high standard. The ideal candidate will demonstrate strong leadership skills and attention to detail in customer service environments. Experience with IT systems, including CRM and Microsoft tools, is essential. This position is office-based in Southwestern Ontario with a temporary contract.

Qualifications

• Experience leading a team in a complaints handling environment.
• Strong communication skills and attention to detail.
• Familiarity with data protection and statutory requirements.

Responsibilities

• Support a customer complaints and statutory enquiry service.
• Record and log representations and complaints.
• Investigate and coordinate responses to complaints.
• Promote a problem-solving approach to complaint handling.

Skills

Complaint handling

Attention to detail

Leadership

Customer service

Tools

CRM

Excel

Word

Job description

Complaints Team Lead

North London London
Temp
Office based - 35 Hours
£27 to £29 PAYE per hour

Social Housing Experience Needed

Daniel Owen are proud to be representing a well-known company based in the North London area who are looking for a highly skilled Complaints Team Lead to join their team.

Purpose of the Job - Complaints Officer

Responsible for supporting a customer complaints and statutory enquiry service; including Freedom of Information (FOI) and Data Protection requests (DPRs), reporting to the Asset Management Service Improvement Assistant and Service Improvement Officer. As well leading a team alongside the Manager.

Main Duties

• Record and log all representations in the form of complaints, MP and Member enquiries, on behalf of Asset Management, in line with Departmental and Corporate procedures.
• Ensure that the content, spelling and grammar of any responses are undertaken to a high standard of quality.
• Investigate, co-ordinate and refine responses, ensuring that they are sent in a timely manner to a high level of service.
• Follow and support procedures and administrative processes in relation to complaints in line with current legislation and guidance.
• Work with the Asset Management Service Improvement Assistant in providing information to managers on a regular basis to assist in effective monitoring of services.
• Report any potential problem areas identified whilst undertaking your normal duties to the Asset Management Service Improvement Assistant in order that remedial action can be taken.
• Promote a problem‑solving approach to the handling of complaints within the Division, making staff aware of the complaints procedure but aiming to resolve problems quickly and to the satisfaction of all parties without recourse to more formal procedures.
• To make full use of IT systems and packages in undertaking the duties of the post including CRM, DRS, V5, Adobe PDF, Excel, Word or other systems as required.
• Follow the processes set by the Service Improvement Officer in the context of constant change depending on the Asset Management Divisions priorities.
• To undertake any other work appropriate to the level and general nature of the post's duties, including assisting the Asset Management Service Improvement Officer in undertaking ad hoc projects, reviews as well as assessing, preparing and compiling data.