Senior Complaints Manager – AR

Carrington Blake Recruitment; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Experience professional to enhance their complaints management process. This role focuses on transitioning from a reactive complaints handling approach to a proactive customer service strategy, ensuring quality and efficiency in responses. You will work closely with the Customer Experience Manager, providing guidance and support to staff while promoting a culture of learning from feedback. This position offers a unique opportunity to make a positive impact on residents' experiences and contribute to the continuous improvement of services. If you are passionate about customer service and looking to drive change, this role is perfect for you.

Qualifications

• Experience in managing complaints and providing customer service.
• Strong analytical skills to critically analyze evidence and policies.

Responsibilities

• Manage and improve the complaints process to enhance customer satisfaction.
• Supervise the Complaints Team and ensure quality service delivery.

Skills

Complaint Handling

Customer Service

Analytical Skills

Training and Development

Quality Management

Education

Relevant Degree or Equivalent Experience

Tools

CRM Software

Job description

Purpose of Job:

To be responsible to the Customer Experience Manager.

i) To ensure that Complaints are responded to across all the Repairs and Investment Services in accordance with the corporate policy and targets.
ii) To provide advice and guidance to staff, supervisors, and senior management in R&I to ensure appropriate resolution and remedy of complaints, Members Enquiries, FOIs, and other correspondence.
iii) To support the preparation of complaints, review service responses, and where necessary, support in the investigation of complex complaints, critically analysing evidence, including legislation, government guidance, departmental policies/procedures to achieve appropriate resolution and remedy.
iv) To work with the Customer Experience Manager to review complaints and ensure details of individual investigation outcomes are sensitively and appropriately communicated to complainants and/or their representatives.
v) To supervise (in the absence of the Customer Experience Manager) the day-to-day management of the Complaints Team in providing a quality and efficient complaint service.

Deputises for up to 12 staff in the absence of the Customer Experience Manager.

Main Duties:

1. To move the service from one that focuses on managing complaints processes to one that provides more holistic customer services and positive outcomes for residents.
2. To ensure that quality is embedded across the Repairs and Investment Service in responding to residents and key stakeholders, working with all teams to deliver excellent customer services.
3. To support the Customer Experience Manager with gathering information for, and responding to, complaints, members enquiries, MP enquiries, and correspondence.
4. To identify opportunities to learn from complaints and feedback learning through SMT.
5. To support the training of staff, supervisors, and SMT managers in complaint handling.
6. Work alongside the Customer Experience Manager and IT to ensure that CRM workflows reflect the relevant policy and procedure, and lead on any changes needed to improve the service.
7. To ‘quality check’ draft responses for members of the Complaints Team in the absence of the Customer Experience Manager.
8. To work alongside the Customer Experience Manager to supervise and monitor work from the Resident Engagement Leads working on capital work projects.
9. To set standards and priorities for the team, promoting quality management standards and the effective implementation and monitoring of standards, policies, and procedures.
10. Where necessary for the job role or appropriate for continued development in the role, the post holder may be required to participate in training and development courses made available via the Council’s Apprentice Levy funding.
11. To undertake all duties with due regard to the provisions of health and safety regulations and legislation, Data Protection/GDPR, the Council’s Equal Opportunities and Customer Care policies.
12. To perform all duties in line with the Council’s staff values, showing commitment to improving residents' lives and opportunities, demonstrating respect and fairness, taking ownership, working towards doing things better, and working together across the council.
13. You may be required to undertake alternative, additional, or ancillary duties from time to time or transfer to another service department within the Council as the Council may reasonably direct to meet service user demand in the event of a crisis or emergency.

If you are interested in this role, please reach out via email or telephone!

Email: [e-mail]
Phone: [phone]