Complaints Lead / Manager - Housing Repairs

Daniel Owen Ltd; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading housing consultancy is offering an exciting role for a Complaints Lead/Manager in Greater London. This position involves managing complaints, ensuring high standards of customer service, and monitoring KPIs to foster strong relationships across teams. Candidates should have extensive experience in social housing, particularly with the Housing Ombudsman code. This is a hybrid position with negotiable rates, aiming for a positive work environment while leading effective teams.

Qualifications

• Experience managing complaints within the housing sector.
• Knowledge of Health & Safety legislation related to the role.
• Experience in social housing and customer satisfaction.

Responsibilities

• Monitor KPIs and improve relationships between teams and clients.
• Provide leadership through coaching, mentoring, and team meetings.
• Ensure team understands their roles and responsibilities.

Skills

Customer service management

KPI monitoring

Strong people management skills

Advanced IT skills

Communication skills

Education

Experience in social housing regulation

Customer Excellence accreditation

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 staff

This 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)