Complaints Team Leader

MMP Consultancy Limited; England; On-site; GBP 25,000 - 35,000; Part time

Job summary

A leading consultancy firm is seeking a Recruitment Consultant for a temporary role in Surrey. The candidate will manage and resolve customer complaints in a professional and empathetic manner, ensuring high-quality service and improving customer satisfaction. Ideal candidates will have a background in housing, possess strong communication skills, and thrive in challenging atmospheres.

Qualifications

• Experience working within Housing or with Local Authorities is preferable.
• Ability to remain calm under pressure.
• Experience in a customer service focused environment.

Responsibilities

• Act as the primary contact for residents raising complaints.
• Manage customer complaints promptly and professionally.
• Monitor and improve customer satisfaction.

Skills

Exceptional customer service

Clerical skills

Problem solving

Strong communication skills

Job description

Recruitment Consultant - Social Housing & Operational Support

MMP Consultancy are working with a fantastic organisation to recruit a Complaints Team Leader to join them on a temporary contract based in Surrey.

We are seeking enthusiastic and experienced administrators to apply, who possess exceptional customer service and clerical skills. Ideally someone who thrives in challenging atmospheres and can remain calm under pressure.

Responsibilities

• Act as the primary contact for residents raising complaints or service concerns, ensuring a professional and empathetic approach.
• Manage and resolve customer complaints promptly, maintaining clear and compassionate communication throughout the process.
• Monitor and improve customer satisfaction by identifying service gaps and implementing feedback-driven improvements.
• Maintain accurate records of all customer interactions, complaints, and resolutions using internal systems.
• Liaise with internal teams, contractors, and the client to investigate and resolve issues effectively, fostering positive working relationships.
• Coordinate & plan follow-ups and ensure residents are kept informed of progress and outcomes.
• Identify recurring issues and contribute to service improvement initiatives that enhance both customer experience and operational efficiency.
• Prepare reports and summaries of complaint trends and customer satisfaction metrics for management review.
• Promote and deliver social value initiatives that benefit the community and align with client expectations.
• Support the development of a positive relationship with the client through consistent service quality, transparency, and collaboration.

Ideal Candidate

• Previous experience of working within Housing or with Local Authorities is preferable
• Track record of problem solving.
• Ability to remain calm under pressure and challenging atmospheres
• Strong written and verbal communication skills
• Proven background in a customer service focused environment
• Experience of working in a Quality Controlled environment
• Experience of document control systems
• Roofing/ scaffolding/ fire doors knowledge