Customer Complaints & Experience Lead (Hybrid)

MTVH; Nottingham; Hybrid; GBP 52,000 - 56,000; Full time

Job summary

A leading housing association in the UK is looking for a Complaints Manager to lead the Complaints Team, ensuring exceptional customer experiences. The role involves motivating the team, analyzing complaint data, and collaborating with internal and external partners. Ideal candidates will have strong leadership skills, a deep understanding of complaint handling best practices, and a commitment to customer needs. This position offers a hybrid working model and a competitive salary.

Benefits

Professional development opportunities

Supportive and inclusive culture

Competitive salary and benefits package

Qualifications

• Strong leadership experience to motivate and coach teams.
• Excellent understanding of the Housing Ombudsman Service and Complaint Handling Code.
• Proven ability to analyze data and identify trends.

Responsibilities

• Lead and inspire a team to deliver a compliant complaints service.
• Drive continuous improvement by analyzing data trends.
• Collaborate with internal teams for best practices.

Skills

Leadership

Data analysis

Communication

Customer focus

Job description

A leading housing association in the UK is looking for a Complaints Manager to lead the Complaints Team, ensuring exceptional customer experiences. The role involves motivating the team, analyzing complaint data, and collaborating with internal and external partners. Ideal candidates will have strong leadership skills, a deep understanding of complaint handling best practices, and a commitment to customer needs. This position offers a hybrid working model and a competitive salary.