Team Leader, Centralised Complaints & Resolution

The City of Edinburgh Council; Easter Howgate; Presencial; GBP 41.000 - 48.000; Jornada completa

Descripción de la vacante

The City of Edinburgh Council is seeking a highly motivated Team Leader to head the new Centralised Complaints function within Housing Services and Homelessness at Waverley Court, Edinburgh. The role focuses on receiving, logging, allocating and closing complaints with a customer-focused approach.

You will lead a team, develop staff, monitor performance and collaborate with colleagues and Elected Members to ensure consistent, fair handling of stage 1 complaints relating to Housing Repairs and

Formación

• Strong leadership skills and the ability to lead a team.
• Experience delivering high-performing service improvements.
• Ability to work with a diverse range of stakeholders including Elected Members.

Responsabilidades

• Lead the new Centralised Complaints function across Housing and Homelessness.
• Receive, log, allocate, monitor and close complaints with a customer-focused approach.
• Investigate, resolve and respond to stage 1 complaints related to Housing Repairs.
• Provide day-to-day leadership support and develop team members.
• Oversee complaint resolution and monitor performance across the service.

Conocimientos

Leadership

Team management

Stakeholder engagement

Customer service

Descripción del empleo

The City of Edinburgh Council is seeking a highly motivated Team Leader to head the new Centralised Complaints function within Housing Services and Homelessness at Waverley Court, Edinburgh. The role focuses on receiving, logging, allocating and closing complaints with a customer-focused approach.

You will lead a team, develop staff, monitor performance and collaborate with colleagues and Elected Members to ensure consistent, fair handling of stage 1 complaints relating to Housing Repairs and