Complaints & Service Improvement Lead

TRENT & DOVE HOUSING LIMITED; Burton upon Trent; Sur place; GBP 65 000 - 85 000; Plein temps

Résumé du poste

TRENT & DOVE HOUSING LIMITED is seeking an experienced Complaints Manager to lead our complaints service, ensuring concerns are handled fairly, efficiently and in line with regulatory requirements. You will manage a dedicated Complaints Team, oversee investigations and drive continuous improvement across the organisation.

Reporting to the Head of Customer & Communities, you will influence change, champion customer focus and deliver a culture of accountability, learning and accessibility for all

Qualifications

• Leadership & Team Management: lead, coach and develop the Complaints Team and manage workloads, performance and quality standards.
• Complaints & Investigations: oversee complaints from initial receipt through to final resolution and manage complex, high-risk and escalated complaints.
• Housing Ombudsman & Compliance: act as the organisation's lead contact with the Housing Ombudsman Service and ensure compliance with the Complaint Handling Code.
• Performance & Service Improvement: analyse complaint trends and customer feedback; champion service improvements and monitor outcomes.
• Customer Experience: ensure customers receive excellent, respectful and responsive service and promote accessibility and inclusivity in the complaints process.

Responsabilités

• Lead, coach and develop the Complaints Team and manage workloads, performance and quality standards.
• Oversee complaints from initial receipt through to final resolution and manage complex, high-risk and escalated complaints.
• Act as the organisation's lead contact with the Housing Ombudsman Service and ensure compliance with the Complaint Handling Code.
• Analyse complaint trends and customer feedback; produce insightful reports for senior leaders and drive service improvements.
• Ensure customers receive excellent, respectful and responsive service and manage customer contact in line with policy and budget.

Description du poste

TRENT & DOVE HOUSING LIMITED is seeking an experienced Complaints Manager to lead our complaints service, ensuring concerns are handled fairly, efficiently and in line with regulatory requirements. You will manage a dedicated Complaints Team, oversee investigations and drive continuous improvement across the organisation.

Reporting to the Head of Customer & Communities, you will influence change, champion customer focus and deliver a culture of accountability, learning and accessibility for all