Complaints Lead

Riverside; Liverpool; Hybrid; GBP 50,000; Full time

Job summary

An established industry player is seeking a Complaints Lead to champion customer satisfaction and drive team performance. In this pivotal role, you will lead a dedicated team, ensuring effective complaint resolution while fostering a culture of excellence. Your expertise in complaint handling and customer service will be crucial as you work collaboratively to identify service improvements and enhance customer experiences. Join a forward-thinking organization committed to making a difference in the community, where your contributions will have a meaningful impact on the lives of many.

Benefits

Competitive pay & generous pension

28 days holidays plus bank holidays

Flexible working options

Investment in personal development

Wide range of benefits

Qualifications

• Strong coaching skills to drive performance and team development.
• Experience in complaint handling and customer service environments.

Responsibilities

• Lead a team of complaints professionals, ensuring high-quality service.
• Maximize team productivity and customer satisfaction through coaching.

Skills

Knowledge of the Housing Ombudsman’s complaint handling code

Customer first ethos

Excellent coaching skills

Experience of complaint handling

Identifying service improvements

Liaising with senior colleagues

Managing and developing a new team

Providing high quality customer service

Strong organization skills

Proficient in Microsoft Office

Education

Management qualification

Job description

Job Title: Complaints Lead

Contract Type: Permanent

Salary: £49,293 Per Annum

Working Hours: 35 hours per week

Working Pattern: Monday - Friday

Location: London / Hybrid

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 not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as Complaint Lead

The Complaints Lead (CL) will be accountable for a team of complaints professionals, ensuring they are delivering against all objectives and performance measures and providing complaint resolution service to customers ensuring an empathetic approach at point of contact. Ideally in this role you will be support the Complaints Operations Manager to actively & visibly champion the customer and embed a coaching & performance culture across the team, also to maximise team productivity, quality of service and customer satisfaction through an innovative approach.

About You

We are looking for someone with:

• Knowledge of the Housing Ombudsman’s complaint handling code.
• Customer first ethos and the ability to elicit customer needs quickly and deliver to those needs, were possible.
• Excellent coaching skills with the ability to drive performance
• Experience of complaint handling
• Knowledge of identifying service improvements as a result of feedback, service failures and complaints
• Experience of liaising and working with senior colleagues of all levels
• Experience of managing and developing a new team
• Provision of providing high quality business focused customer service
  
  

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working With Us, You’ll Enjoy

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits
  
  

Diversity And Inclusion At Riverside

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

• The Complaints Lead (CL) will be accountable for a team of complaints professionals, ensuring they are delivering against all objectives and performance measures and providing complaint resolution service to customers ensuring an empathetic approach at point of contact.
• To support the Complaints Operations Manager to actively & visibly champion the customer and embed a coaching & performance culture across the team.
• To maximise team productivity, quality of service and customer satisfaction through an innovative approach
• The CL will lead and develop their team to create a culture that encourages individual autonomy and freedom to solve customer problems within milestones
• The CL is accountable for the performance and delivery of their team and is responsible for the management of and continuous development of people, processes, systems and governance within the complaints process working with the Operations Manager and Head of Complaints
• The CL will ensure that all complaints and disputes are investigated or reviewed fairly and impartially, using an evidence-based approach.
• The CL will ensure that the team are working efficiently and effectively and in accordance with agreed performance targets, service standards and quality standards.
• The CL will work closely with other key areas of the business to share learnings and to ensure delivery of service improvements as a result of customer feedback.
• Lead on local continuous improvement activity
• Work with the wider Complaints leadership team to create a highly engaged workforce within the group Complaints Centre of Excellence
• To ensure knowledge of Riverside policies & processes is maintained in order to support colleagues with more complex enquiries & resolve issues where intervention at a more senior level is necessary
• Manage the operational performance of a team of between 8 to 10 Complaint colleagues
• Allocate casework appropriately and monitor completion of work in line officer’s targets to contribute to Riverside’s corporate objectives.
• Ensure compliance with legal, regulatory and statutory obligations within their team including QA being delivered
• Work closely with colleagues in the Business Information and Insight and other teams to ensure service improvement is a natural step alongside customer involvement and links Tenanacy Satisfaction Measures (TSM’s) and Consumer Standards and ensuring that actions are completed, and the impact of actions is monitored and can be evidenced.
  
  

Person specification Knowledge,

Essential

Skills and Experience

• Knowledge of the Housing Ombudsman’s complaint handling code.
• Customer first ethos and the ability to elicit customer needs quickly and deliver to those needs, were possible.
• Excellent coaching skills with the ability to drive performance
• Experience of complaint handling
• Knowledge of identifying service improvements as a result of feedback, service failures and complaints
• Experience of liaising and working with senior colleagues of all levels
• Experience of managing and developing a new team
• Provision of providing high quality business focused customer service
• Proven track record within a customer service environment.
• Outcome and solution focused with ability to show initiative and propose solutions to issues identified.
• Strong organisation skills with the ability to prioritise conflicting demands. #
• Resilience and tenacity to see things through to conclusion.
• Excellent team player able to work in collaboration and flexible to meet business requirements.
• Proficient in Microsoft office.
  
  

Desirable

• Management qualification