Complaints Manager (3 x positions)

Cross Keys Homes; Peterborough; Hybrid; GBP 47,000 - 50,000; Full time

Job summary

A leading housing organization is seeking 3 experienced Complaints Managers to form a dedicated team aimed at improving services based on resident feedback. This full-time, remote role involves engaging with residents and requires problem-solving skills to ensure issues are resolved effectively.

Responsibilities

• Providing a professional, responsive and complaint resolution service to residents.
• Delivering a customer-centered approach to feedback handling.
• Conducting thorough investigations of complaints.

Skills

Empathy

Problem Solving

Customer Service

Job description

Complaints Manager (3 x Positions)

Peterborough / Remote

£47,500 (In probation) rising to £50,000 plus car allowance

Full Time - 37 hours Monday to Friday

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 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.
• 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.