Complaints Team Lead

Daniel Owen Ltd; United Kingdom; On-site; GBP 80,000 - 100,000; Part time

Job summary

A well-known social housing company in North London seeks a skilled Complaints Team Lead to manage customer complaints and statutory enquiries effectively. The role includes overseeing a team, ensuring high-quality responses, and utilizing IT systems for efficient operations. Successful candidates will have social housing experience and excellent communication skills. This is an office-based position with a focus on problem-solving and timely reporting.

Qualifications

• Experience in managing customer complaints and statutory enquiries.
• Ability to investigate and coordinate responses effectively.
• Proficient in using IT systems and applications relevant to the role.

Responsibilities

• Record all representations in the form of complaints and enquiries.
• Ensure responses are of high quality and sent in a timely manner.
• Promote a problem-solving approach within the team.

Skills

Social Housing Experience

Strong Communication

IT Proficiency

Tools

CRM

Excel

Adobe PDF

Word

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 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.