Senior Housing Complaints Manager

Vox Network Consultants; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Join a leading team as a Senior Complaints Manager, spearheading a dedicated group of Complaints Officers. You'll play a crucial role in enhancing customer service standards and effective complaint resolution processes within a hybrid work environment. This is an opportunity to elevate your career while making a significant impact in the community.

Benefits

Hybrid Working

Professional Growth Opportunities

Leadership Role

Qualifications

• In-depth knowledge of Repairs Service operations and Capital Investment Services.
• Strong understanding of Housing Ombudsman procedures and tenant satisfaction measures.
• Proven ability to monitor performance and drive effective complaint resolution.

Responsibilities

• Lead and motivate a team of Complaints Officers.
• Monitor performance to ensure timely responses to complaints and enquiries.
• Drive service improvement and customer service best practices.

Skills

Customer Service Excellence

Communication Skills

Leadership

Analytical Skills

Job description

Senior Complaints Manager – Initial 6-Month Contract (Hybrid Position)
Monday to Friday, 9am to 5pm

Elevate your career by stepping into a pivotal role that promises both challenge and reward. This position as a Senior Complaints Manager offers the unique chance to lead a dedicated team of Complaints Officers within the Repairs and Investment Service. Your expertise will be instrumental in shaping the way complaints are managed and resolved, ensuring the highest standards of customer service.

Key Benefits:

- Leadership Role: Manage and inspire a team of six Complaints Officers, fostering a collaborative and high-performing environment.
- Hybrid Working: Enjoy the flexibility of a hybrid working arrangement, balancing office presence with remote work.
- Professional Growth: Engage with senior management and various stakeholders, enhancing your professional network and leadership skills.
- Impactful Work: Contribute to the continuous improvement of the Repairs and Investment Service, making a tangible difference in the community.

Role Responsibilities:

- Lead and motivate a team of Complaints Officers, ensuring efficient and effective complaint resolution.
- Collaborate with Supervisors, Managers, and the Senior Management Team to address complaints, member enquiries, and Ombudsman cases.
- Work closely with internal council services, third parties, and external bodies such as the Housing Ombudsman.
- Monitor performance to ensure timely responses to complaints and enquiries.
- Drive customer service best practices and enhance complaint resolution processes.
- Analyse complaints outcomes and satisfaction surveys to identify common themes and areas for improvement.
- Provide data and insights to the Senior Management Team on complaint volumes and trends.

Skills and Experience Required:

- In-depth knowledge of Repairs Service operations, Direct Labour Organisations, and Capital Investment Services.
- Strong understanding of Housing Ombudsman procedures, Tenant Satisfaction Measures (TSMs), and Freedom of Information regulations.
- Exceptional written, telephone, and communication skills.
- Proven ability to monitor performance and ensure compliance with published timescales.
- Experience in driving customer service excellence and effective complaint resolution.

This role also demands a degree of flexibility, as it involves supporting new processes and collaborating closely with the wider Housing and Safer Communities team.

Application Process: Vox Consultants reserves the right to close this vacancy earlier than the advertised closing date should a high volume of applications be received.

Seize this chance to make a significant impact and advance your career in a dynamic and supportive environment. Apply now to join a team committed to excellence in service delivery.