Complaints Manager - Maternity Cover

RHP HQ; Slough; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a passionate Complaints Manager to enhance customer service and resolve issues effectively. This role requires strong decision-making skills and the ability to inspire a team to learn from feedback. You will play a crucial role in ensuring compliance with policies while driving innovative solutions to minimize complaints. Join a company that values diversity and is committed to creating a supportive work environment, where your contributions will be recognized and celebrated. If you thrive in a dynamic setting and are eager to make a difference, this opportunity is perfect for you.

Qualifications

• Experience in managing customer complaints effectively.
• Strong communication and influencing skills are essential.

Responsibilities

• Resolve customer complaints quickly and effectively.
• Inspire the team to learn from complaints and improve service.

Skills

Customer Service

Communication Skills

Decision Making

Problem Solving

Team Leadership

Job description

As the Complaints Manager, you’ll respond brilliantly when things go wrong and make sure we’re able to resolve any issue that our customers raise.

Doing your job brilliantly means using your energy, enthusiasm, and knowledge to inspire your team to resolve complaints and learn lessons so we can reduce the number of complaints made, delivering amazing customer service first time, every time.

You’ll have experience of using wise judgment and decision making to resolve customer complaints quickly and effectively, ensuring the Complaints policy and the Housing Ombudsman Code are followed. You’ll also be curious, looking for innovative ways to drive a service that reduces the need for customers to complain. Your superb communication and influencing skills will enable you to build strong relationships.

We’re committed to hiring truly inclusive leaders who encourage people to be themselves, embracing difference and celebrating the unique perspective that every individual brings.

When we're hiring, we look for people who connect with our KOSMIHC values:

• We know our stuff
• We make it happen

You can find a full description of our values here.

Feel a connection? If this sounds like you, please apply online.

Closing date for applications is 9 March.

**THIS VACANCY MAY CLOSE EARLY IF WE RECEIVE A HIGH NUMBER OF APPLICANTS**

The Company

Who we are

Hello. We’re RHP. Our purpose is to provide safe, secure, affordable homes – opening the door to life opportunities. We own and manage around 10,000 homes for social rent and shared ownership, and plan to build many more over the next five years.

We were formed in 2000, and over the years have gradually extended our reach. Today we’re proud to operate across the boroughs of Richmond, Hounslow, Kingston, Ealing, and Hillingdon.

For the past twenty years, we’ve been passionate about providing excellent service and our vision has remained the same: to be one of the best service providers in the UK and an excellent employer.

Our employees love working for us, and we’ve been recognised as an excellent employer through several prestigious awards, achieving Investors in People Platinum status and ranking in the top ten of the Great Place to Work list twice. In 2022 we gained gold accreditation as part of the Mind Workplace Wellbeing Index and were named as Family Friendly Employer of the Year at the Personnel Today Awards.

Connecting through difference

We embrace and understand the value diversity brings – it can only make us better and stronger. That’s why a key part of our culture is to create an environment where everyone can be themselves and is treated fairly and equally. It’s important to us that you feel valued, appreciated, and free to be who you are.

Perks of the Job

Our aim is to be an excellent employer and create a healthy work environment so you can be the best version of yourself. Our flexible Life Matters benefits package has been designed around the things our people value most to give you choice around what you need to live well at work, rest, and play – you’ll have access to all these benefits during your time with us.