Complaints Manager

Cross Keys Homes; Peterborough; On-site; GBP 30,000 - 40,000; Full time

Job summary

A regional housing organization is looking for experienced housing professionals to provide a responsive service to residents. This remote working role requires occasional visits to tenants and the head office. Candidates must have a clean driving license, be commutable within one hour of Peterborough, and possess strong problem-solving and communication skills. The position emphasizes empathetic interaction and thorough investigation into resident feedback and complaints.

Qualifications

• Experience in housing services and complaint resolution.
• Ability to work independently and solve problems.
• Strong communication and empathy when dealing with residents.

Responsibilities

• Provide professional and responsive support to residents.
• Handle feedback and complaint resolution with a customer-centered approach.
• Investigate resident feedback and complaints thoroughly.

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., 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.