Complaints Manager (3 x positions)

Parkinson's UK; Peterborough; Remote; GBP 47,000 - 50,000; Full time

Job summary

A leading social-hearted organization in Peterborough is seeking experienced housing professionals to join a new team dedicated to improving services based on resident feedback. This full-time role includes responsibilities such as providing empathetic complaint resolution and conducting investigations. The position offers a salary of up to £50,000, with flexibility for remote work and comprehensive benefits.

Benefits

Comprehensive pension scheme with employer contributions

Generous holiday entitlement: 25 days plus bank holidays

Flexible family and carer policies

CKH Rewards platform for cashback and vouchers

Westfield Health benefits including 24-hour DoctorLine

Qualifications

• Must possess a clean driving license and a suitably insured vehicle.
• Experience in handling feedback and complaints professionally.
• Ability to conduct thorough investigations into resident feedback.

Responsibilities

• Provide a professional, empathetic complaints resolution service.
• Handle feedback with a customer-centered approach.
• Conduct thorough investigations to resolve resident concerns.

Skills

Empathy

Customer Service

Complaint Resolution

Autonomy

Investigation

Job description

Salary £47,500 (during probation), rising to £50,000 + Car Allowance

Location: Peterborough / Remote

The Vacancy

Full Time - 37 hours, Monday to Friday

This role is primarily remote, with requirements to visit tenants and the head office as necessary. Applicants must be commutable within 1 hour of Peterborough, possess a clean driving license, and have a suitably insured vehicle.

CKH is excited to announce the formation of a new team dedicated to investigating and improving our services based on resident feedback. We aim to resolve issues quickly and fairly, ensuring consistency and fairness across our operations.

We are looking for 3 experienced housing professionals to join this team, with responsibilities including:

• Providing a professional, empathetic, and responsive complaints resolution service to residents.
• Handling feedback and complaints with a customer-centered approach.
• Working autonomously to resolve resident concerns.
• Conducting thorough and supportive investigations into feedback and complaints.
• Ensuring all investigations comply with relevant policies and procedures.
• Developing performance insights to identify areas for improvement based on resident feedback.

Please review the full Job Description for detailed criteria and requirements.

If you believe you are suitable and wish to join this new team, apply today. Note that if a suitable candidate is found before the closing date, the application process may close early.

Successful applicants will be subject to DBS checks.

The Company

We are a social-hearted, commercial business committed to creating opportunities that change lives through our expertise, resources, and passion. As a leading provider of affordable homes in the region, we develop new homes across Cambridgeshire and Peterborough, aiming to increase affordable housing supply.

We believe building communities involves more than constructing houses. We also provide care services, support through our Lifeline personal alarm service, and community investment programs that promote employment, wellbeing, and family support, including digital services.

CKH is dedicated to fostering an inclusive environment for employees and communities alike. We value diversity and are committed to equality of opportunity.

Our team shares core values: action, commitment, excellence, integrity, and teamwork. We strive to provide a supportive and engaging workplace, offering benefits such as:

• A comprehensive pension scheme with employer contributions up to 10% and Life Cover
• Generous holiday entitlement: 25 days plus bank holidays, increasing with service
• Flexible policies supporting families and carers, including paid and unpaid leave
• CKH Rewards platform with cashback, vouchers, and gift cards
• Westfield Health benefits, including 24-hour DoctorLine, Employee Assistance Programme, and dental and optical discounts