Complaints Team Lead

Daniel Owen Ltd; Greater London; On-site; GBP 80,000 - 100,000; Part time

Job summary

A leading employment agency is seeking a highly skilled Complaints Team Lead to join their team in North London. This role involves managing customer complaints and statutory enquiries, ensuring high-quality service standards, and leading a team to solve problems effectively. The ideal candidate will have strong communication skills, a problem-solving mindset, and experience in customer service management. The position offers a temporary contract with an hourly rate ranging between £27 and £29, based on PAYE.

Qualifications

• Proven experience in handling customer complaints effectively and professionally.
• Ability to manage and lead a team to achieve high service standards.
• Experience with statutory enquiry services like FOI and DPRs is essential.

Responsibilities

• Support the customer complaints service, including FOI and DPR requests.
• Record and log all representations in accordance with procedures.
• Investigate and refine responses to ensure high service quality.
• Collaborate with management to provide insights on service monitoring.

Skills

Strong communication skills

Problem-solving aptitude

Attention to detail

Team leadership

Tools

CRM

Excel

Adobe PDF

Job description

Complaints Team Lead

North London London
Temp
Office based - 35 Hours
£27 to £29 PAYE per hour

Social Housing Experience Needed

Daniel Owen are proud to be representing a well-known company based in the North London area who are looking for a highly skilled Complaints Team Lead to join their team.

Purpose of the Job - Complaints Officer

Responsible for supporting a customer complaints and statutory enquiry service; including Freedom of Information (FOI) and Data Protection requests (DPRs), reporting to the Asset Management Service Improvement Assistant and Service Improvement Officer. As well leading a team alongside the Manager.

Main Duties

• Record and log all representations in the form of complaints, MP and Member enquiries, on behalf of Asset Management, in line with Departmental and Corporate procedures.
• Ensure that the content, spelling and grammar of any responses are undertaken to a high standard of quality.
• Investigate, co-ordinate and refine responses, ensuring that they are sent in a timely manner to a high level of service.
• Follow and support procedures and administrative processes in relation to complaints in line with current legislation and guidance.
• Work with the Asset Management Service Improvement Assistant in providing information to managers on a regular basis to assist in effective monitoring of services.
• Report any potential problem areas identified whilst undertaking your normal duties to the Asset Management Service Improvement Assistant in order that remedial action can be taken.
• Promote a problem‑solving approach to the handling of complaints within the Division, making staff aware of the complaints procedure but aiming to resolve problems quickly and to the satisfaction of all parties without recourse to more formal procedures.
• To make full use of IT systems and packages in undertaking the duties of the post including CRM, DRS, V5, Adobe PDF, Excel, Word or other systems as required.
• Follow the processes set by the Service Improvement Officer in the context of constant change depending on the Asset Management Divisions priorities.
• To undertake any other work appropriate to the level and general nature of the post's duties, including assisting the Asset Management Service Improvement Officer in undertaking ad hoc projects, reviews as well as assessing, preparing and compiling data.