Complaints Team Lead

www.findapprenticeship.service.gov.uk - Jobboard; London; On-site; GBP 40,000 - 50,000; Full time

Job summary

A prominent service provider based in South East London is looking for a skilled Complaints Team Lead. This office-based role involves leading a team in managing customer complaints and statutory enquiries. The ideal candidate will have social housing experience and strong communication skills. The position offers a salary range of £40k up to £50k.

Qualifications

• Experience in social housing is required.

Responsibilities

• Record and log all representations including complaints and enquiries.
• Ensure responses are of high quality with proper spelling and grammar.
• Investigate and refine responses ensuring timely delivery.

Job description

Complaints Team Lead

Location: South East London

Type: Permanent or Temporary

Workplace: Office-based - 35 Hours

Salary: £40k up to £50k

Experience: Social Housing Experience Needed

Daniel Owen is proud to represent a well-known company based in the South East London area, seeking a highly skilled Complaints Team Lead to join their team.

Purpose of the Role:

To support a customer complaints and statutory enquiry service, including handling Freedom of Information (FOI) and Data Protection requests (DPRs). The role reports to the Asset Management Service Improvement Assistant and Service Improvement Officer, and involves leading a team alongside the Manager.

Main Duties:

1. Record and log all representations, including complaints, MP, and Member enquiries, on behalf of Asset Management, following departmental and corporate procedures.
2. Ensure responses are of high quality, with proper spelling and grammar.
3. Investigate, coordinate, and refine responses, ensuring timely delivery and high service standards.
4. Follow and support complaints procedures and administrative processes in accordance with current legislation and guidance.
5. Collaborate with the Asset Management Service Improvement Assistant to provide managers with information for effective service monitoring.
6. Identify and report potential problem areas to facilitate remedial action.
7. Promote a problem-solving approach within the division, making staff aware of complaints procedures and aiming to resolve issues promptly and satisfactorily.
8. Utilize IT systems and packages such as CRM, DRS, V5, Adobe PDF, Excel, Word, etc., to perform duties effectively.
9. Follow processes set by the Service Improvement Officer, adapting to changing priorities within the Asset Management Division.
10. Perform any other duties appropriate to the role, including assisting with ad hoc projects, reviews, and data analysis.