Complaints Team Lead: Drive Fair Outcomes & Service

Places for People; Warrington, Milton Keynes; Sur place; GBP 45 000 - 65 000; Plein temps

Résumé du poste

Places for People in Northwich is seeking a Complaints Team Manager to lead the delivery of a high-quality complaints service across a diverse property portfolio. You'll shape the complaints strategy and ensure fair outcomes.

You'll oversee investigations, leverage CRM/AI to improve workflows, and work with property management, finance, legal and supplier teams to deliver improvements across the service landscape.

Qualifications

• Proven experience leading a customer-facing complaints team.
• Experience creating a complaints strategy with measurable objectives.
• Strong knowledge of property management and related complaints.
• Experience handling complex investigations with detailed evidence.
• Experience developing or improving a complaints CRM with reporting.
• Level 4 Housing Management or an equivalent qualification, or willingness to pursue.

Responsabilités

• Lead day-to-day complaints service and maintain a high-performing team.
• Create and deliver the complaints strategy with governance, objectives and standards.
• Ensure investigations are thorough, fair and within required timescales.
• Oversee complex property-related complaints (service charges, repairs, etc.).
• Quality-assure investigations, case records and written responses.
• Develop use of CRM, automation and AI to strengthen workflows and reporting.

Connaissances

Team leadership

Complaints strategy

Property management knowledge

Investigation management

CRM and automation

Stakeholder management

Formation

Housing Management Level 4

Outils

CRM software

Description du poste

Places for People in Northwich is seeking a Complaints Team Manager to lead the delivery of a high-quality complaints service across a diverse property portfolio. You'll shape the complaints strategy and ensure fair outcomes.

You'll oversee investigations, leverage CRM/AI to improve workflows, and work with property management, finance, legal and supplier teams to deliver improvements across the service landscape.