Senior Complaints Manager

Morgan Hunt UK Limited; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Morgan Hunt UK Limited is seeking a Senior Complaints Manager for a contract role at RB Greenwich. This position focuses on enhancing customer service and managing complaints while supervising a team. The ideal candidate will have strong skills in complaint resolution and team management, contributing to superior service delivery.

Qualifications

• Experience in managing complaints and overseeing a team.
• Familiarity with CRM systems and complaint handling processes.
• Ability to analyze evidence and follow legislation.

Responsibilities

• Respond to complaints across Repairs and Investment Services.
• Supervise the Complaints Team, managing up to 12 staff.
• Collaborate with IT to improve CRM workflows and services.

Skills

Customer Service

Complaint Resolution

Team Management

Job description

RB Greenwich - Senior Complaints Manager

Are you a Senior Complaints Manager looking for your next contract role? I am currently working with RB Greenwich to recruit a Senior Complaints Manager on a contract basis.

If interested, please contact me at 0207 419 8901 to discuss this opportunity further.

Responsibilities:

• Respond to complaints across Repairs and Investment Services in line with company policies and targets.
• Provide advice and guidance to staff, supervisors, and management to ensure appropriate resolution of complaints, Members Enquiries, FOIs, and other correspondence.
• Assist in preparing complaints, reviewing service responses, and investigating complex complaints, analyzing evidence and legislation to ensure proper resolution.
• Work with the Customer Experience Manager to review complaint outcomes and communicate effectively with complainants.
• Supervise the Complaints Team in the absence of the Customer Experience Manager, managing up to 12 staff.

Main Duties:

• Transform the service to focus on holistic customer service and positive outcomes.
• Ensure quality standards are embedded across services, working with teams to deliver excellent customer service.
• Support in gathering information and responding to complaints and enquiries.
• Identify learning opportunities from complaints and feedback.
• Support staff training in complaint handling.
• Collaborate with IT to ensure CRM workflows reflect policies and improve service.
• Quality check draft responses in the absence of the Customer Experience Manager.
• Supervise Resident Engagement Leads on capital projects.
• Set standards and monitor policies and procedures.
• Participate in training and development as needed.
• Adhere to health and safety, Data Protection/GDPR, and equal opportunity policies.
• Uphold the council's staff values and demonstrate commitment to residents.
• Perform additional duties or transfer to other departments as required.

This role offers an exciting opportunity to contribute to improving resident services at RB Greenwich.

Note: Morgan Hunt is an equal opportunities employer, and job suitability is assessed based on merit.