Housing Complaints & Customer Experience Manager

Haringey Council; Greater London; On-site; GBP 54,000 - 57,000; Full time

Benefits offered by this job

31 days leave + bank holidays

Hybrid working opportunities

Health and wellbeing support

Local government pension scheme

Discount schemes

Job summary

Haringey Council is seeking a experienced Customer Liaison Manager to lead the Housing Repairs Complaints Service and oversee FOI, DSAR and Ombudsman cases. You will drive governance, performance and service improvements across Housing and Repairs, collaborating with legal, information governance and stakeholder teams.

The role requires leadership of high-performing teams, strong communication, and the ability to manage complex, high-profile investigations while meeting statutory deadlines in a

Qualifications

• Significant experience managing complaints services within housing, local government or another regulated customer service environment.
• Detailed knowledge of the Housing Ombudsman Complaint Handling Code and experience managing Ombudsman investigations, determinations and compliance activities.
• Strong understanding of Freedom of Information legislation, UK GDPR and Data Subject Access Request processes.

Responsibilities

• Lead and manage the Housing Repairs Complaints Service.
• Oversee Stage 1 complaints, Member Enquiries, FOI requests, DSARs and Housing Ombudsman investigations.
• Ensure statutory compliance, governance, performance monitoring and service improvement across Housing and Repairs.

Skills

Complaints management

Housing services

Regulatory compliance

FOI & DSAR processes

Stakeholder management

Team leadership

Performance analysis

Job description

Haringey Council is seeking a experienced Customer Liaison Manager to lead the Housing Repairs Complaints Service and oversee FOI, DSAR and Ombudsman cases. You will drive governance, performance and service improvements across Housing and Repairs, collaborating with legal, information governance and stakeholder teams.

The role requires leadership of high-performing teams, strong communication, and the ability to manage complex, high-profile investigations while meeting statutory deadlines in a