Customer Complaints Team Manager

Sovereign Housing Association Limited; Basingstoke; Hybrid; GBP 33,000 - 40,000; Full time

Job summary

Sovereign Housing Association Limited is looking for a Customer Complaints Team Manager in Basingstoke. In this full-time, permanent role, you will lead a team to deliver exceptional service while managing complaints efficiently. You will benefit from flexible working and a range of employee perks including a generous pension scheme and 25 days holiday, making a positive impact on people's lives.

Benefits

Yearly flexible benefit pot of £450

Flexible working

25 Days Holiday + Bank Holidays

Generous pension scheme matching up to 12%

Life cover upon joining

Recognition scheme

Wellbeing discounts including Gym Memberships

Qualifications

• Proven experience of leading and managing a team.
• Ability to work with a wide range of people.
• Experience in complaints management is an advantage.

Responsibilities

• Lead and motivate a team of Complaints Specialists.
• Ensure team meets agreed service levels and targets.
• Oversee high-profile cases and take accountability for team performance.

Skills

People management

Emotional intelligence

Active listening

Organisational skills

Communication skills

Tools

IT systems

Job description

We have an opportunity for an Customer Complaints Team Manager to join our fantastic team in Basingstoke.

This is a full time, permanent role with a mix of home and office working.

The starting salary is £33,000 - £40,000 depending on experience.

The Role:

As a Customer Complaints Team Manager, you'll lead and motivate a team of Complaints Specialists to deliver a consistent, good quality service to all of our customers.

You will make sure that your team meet the agreed service levels and targets taking accountability for their performance. You'll oversee high profile cases to conclusion and may need to be case lead from time to time.

What we need from you:

As a Customer Complaints Team Manager you will have excellent people management skills, with proven experience of leading and managing a team.

You will also need experience of working with a wide range of people. Using your emotional intelligence, active listening skills and resilience to understand customers situations and confidently resolve their complaint.

A background in complaints would be would be an advantage, but is not essential.

We are looking for:

• A focus on the customer and the ability to deliver the right outcome
• Excellent communication skills with customers, colleagues and stakeholders
• The ability to work collaboratively
• Experience and confidence in using different IT systems
• Great organisational skills and attention to detail

What we can offer you:

As a member of the Customer Specialist Team you'll be part of a friendly, active and dynamic working environment.

We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.

Some of our benefits include:
• £450 yearly flexible benefit pot to use against benefits of your choice
• Flexible working
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• A chance to buy or sell holiday as part of our flexible benefits package
• A generous pension scheme matching up to 12%
• Life cover as soon as you join us
• You will be a part of our Recognition scheme
• A range of wellbeing discounts including Gym Memberships

About us:

It's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.

We invest for the long term, in individual homes, our customers and work with partners to make a lasting difference to our neighbourhoods. Sovereign Network Group's financial strength enables us to meet housing needs, regenerate places and build on the existing strengths in our communities.

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn.