Complaints Manager

Cross Keys Homes; Cambridgeshire and Peterborough; Remote; GBP 60,000 - 80,000; Full time

Job summary

A housing organization is looking for an experienced professional to join its new team focused on resolving resident complaints. The role requires empathy and problem-solving skills to ensure a responsive and thorough service. Candidates must be able to commute within 1 hour of Peterborough and hold a clean driving license. This is a remote working role with some on-site visits required.

Qualifications

• Experience in housing or a related field.
• Ability to handle complaints with empathy and professionalism.
• Proven track record in resolving conflicts and feedback.

Responsibilities

• Provide a responsive resolution service to residents.
• Deliver customer-centered complaint handling.
• Conduct thorough investigations into resident feedback.

Skills

Customer service skills

Problem-solving abilities

Empathy

Job description

This is a remote working role with the requirement to visit tenants and head office as necessary; you MUST be commutable within 1 hour of Peterborough, with a clean driving licence and suitably insured vehicle.

Role Details

CKH are really pleased and excited to announce the formulation of a brand-new team to investigate and improve our services when residents tell us they are unhappy. As we continue to listen and respond to the needs of our residents, we strive to resolve problems quickly and fairly, so we are dedicating a team to this important part of our operational service to ensure parity and consistency.

We are seeking an experienced housing professionals to deliver this service, with the overall purpose of,

• Providing a professional, responsive and complaint resolution service to residents, ensuring an empathetic approach at point of contact.

• Delivering a customer centered approach to the handling of feedback and complaint resolution.

• Having an individual autonomy and freedom to solve resident problems or concerns.

• Providing responsive, supportive and thorough investigations to all feedback and complaints.

• Ensuring all investigations are in line with the appropriate policy and procedures that are in place.

• Developing performance information, insights and understanding into the causes for resident feedback and identifying areas for improvement based on learning.

Take a look at the full Job Description to see the full profile for this role including our essential and desirable criteria.

If you think you have what we are looking for and want to be a part of this new team, then apply today.

You should know that if we find a great candidate before the closing date, we reserve the right to close the campaign so don't leave it until the last minute to apply!

DBS Checks will be undertaken for successful applicants.