Complaints Lead / Manager - Housing Repairs

Daniel Owen Ltd; Camden Town; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A large housing group in North West London is seeking a Complaints Lead/Manager to oversee the management of complaints and ensure compliance with housing regulations. The ideal candidate will have strong people management skills, a customer-focused attitude, and demonstrate experience in social housing. The position is hybrid and offers a long-term contract with the potential to become permanent. Strong leadership abilities and excellent communication are essential for success in this role.

Qualifications

• Experience in management of complaints and housing ombudsman code in local authority or housing sector.
• Knowledge of Health & Safety legislation relevant to the role.
• Experience within social housing regulation and complaint handling code.

Responsibilities

• Monitor KPIs and improve relationships between teams and clients.
• Provide strategic oversight of the customer experience.
• Lead the team through coaching, mentoring, and team meetings.

Skills

Strong people management skills

Advanced IT Skills including planning software

Excellent communication skills

Analytical skills to interpret data

Ability to build and nurture relationships

Job description

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 team

Desirable 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)