Resident Experience & Complaints Leader – Housing

Berneslai Homes; Barnsley; On-site; GBP 51,000 - 54,000; Full time

Benefits offered by this job

Discounted gym membership

Training and development opportunities

Job summary

Berneslai Homes in Barnsley is seeking a Customer Services Manager to lead and continuously improve our customer services, ensuring residents have a strong voice in shaping services, policies and strategies. You will co-lead the Resident Insight and Engagement Strategy and the Tenant Influence Panel, and drive compliance with the Housing Ombudsman Complaint Handling Code, reporting and learning.

This permanent, full-time role offers 37 hours per week, a supportive, people-focused environment and

Qualifications

• Experience handling sensitive and/or complex complaints across a diverse service area.
• Experience of organisational customer service management, achieving continued service improvement.
• Ability to travel as necessary to meet the needs of the post.
• Strong knowledge of The Housing Ombudsman Code and the Consumer Standards issued by the Regulator for Social Housing.
• Chartered Institute of Housing qualification or HND/equivalent, or substantial experience at this level in a complaint handling capacity.

Responsibilities

• Lead and continuously improve customer services while ensuring residents have a strong voice in shaping services, policies and strategies.
• Jointly lead the Resident Insight and Engagement Strategy and the Customer Services Tenant Influence Panel, using customer insight to drive improvements.
• Act as operational lead for compliance with the Housing Ombudsman Complaint Handling Code, ensuring effective complaint handling, reporting and learning.
• Work with colleagues to ensure customer information and services are accessible, inclusive and responsive to residents’ needs.
• Develop and review key customer strategies and policies.
• Oversee translation services and reasonable adjustments.
• Work with Communications to provide accurate and accessible customer information.

Skills

Complaint handling

Customer service leadership

Budget management

Fast-paced environment experience

Legislation knowledge

Education

CIH qualification or equivalent

HND/equivalent in housing or related

Job description

Berneslai Homes in Barnsley is seeking a Customer Services Manager to lead and continuously improve our customer services, ensuring residents have a strong voice in shaping services, policies and strategies. You will co-lead the Resident Insight and Engagement Strategy and the Tenant Influence Panel, and drive compliance with the Housing Ombudsman Complaint Handling Code, reporting and learning.

This permanent, full-time role offers 37 hours per week, a supportive, people-focused environment and