Complaints Manager

Cross Keys Homes; Peterborough; Remote; GBP 25,000 - 35,000; Full time

Job summary

Cross Keys Homes is seeking experienced housing professionals to form a new team dedicated to resolving resident complaints and improving service quality. The role entails delivering empathetic support to tenants while ensuring compliance with policies, and offers a competitive salary along with excellent benefits.

Benefits

Generous holiday entitlement; 25 days plus bank holidays

Great pension scheme with life cover

Flexible family friendly and carers policies

CKH Rewards benefits platform

Access to Westfield Health benefits

Qualifications

• Experience in housing services or complaint resolution.
• Strong communication and problem-solving skills.
• Empathetic approach to customer service.

Responsibilities

• Provide responsive and professional complaint resolution service.
• Manage and investigate resident feedback efficiently.
• Develop insights and improve services based on feedback.

Job description

The Vacancy

Full Time - 37 hours Monday to Friday

This is a remote working role with the requirement to visit tenants and head office as necessary, youMUSTbe 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, westriveto 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 3 x 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.
• Providingresponsive, supportive and thorough investigations to all feedback and complaints.
• Ensuringall 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.

The Company

A commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources and passion.

Our dynamic approach has made us one of the region’s leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, we’re committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to our approach to adapting to change, and we’ll continue to grow our business in today’s fast-paced operating environment.

There’s more to building communities than building houses. In addition to providing quality homes and delivering excellent landlord services, we also provide care at home and at our two extra care communities in Peterborough as well as around the clock support through our LifeLine personal alarm service. Our community investment programme sees us working with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of our communities, with a rapidly expanding digital support offer too.

You can find out moreabout usand theservices we offer our residentson the CKH website.

Putting People First

CKH actively seeks to continue to build an inclusive environment for its employees and the communities it serves and welcomes applications from people from all backgrounds.

At CKH, everything we do is about the people who live in our homes and access our services. So, we know we need the best people to deliver the outstanding services and support our communities deserve. No matter where your career with us takes you, you’ll be part of a team that makes a difference and creates opportunities that change lives.

As well as working to create sustainable, prosperous communities, we’re also keen to build a workplace community where you can feel supported by colleagues and enjoy your time at work. With a broad range of backgrounds and experience, our team is united by our shared values: action, commitment, excellence, integrity and teamwork. If that sounds like you, we’d love to hear from you.

Benefits

We know we need to provide a great working environment to attract the best people. Our offer includes:

• A great pension scheme: we will double your contribution up to a maximum of 10% and include Life Cover

• Generous holiday entitlement; 25 days plus bank holidays increasing with time

• Flexible family friendly and carers policies that allow a range of paid and unpaid leave

• CKH Rewards benefits platform including cashback on purchases, instant vouchers and reloadable gift cards

• Westfield Health, giving access to a range of benefits such as 24 hour DoctorLine, Employee Assistance Programme, money back for glasses and dental treatment (after probation)