Senior Complaints Manager

Home Group; Newcastle; Hybrid; GBP 50,000; Full time

Job summary

A leading housing organization is seeking a Senior Complaints Manager to enhance customer experiences by leading the complaints team. This role involves ensuring effective complaint resolutions while fostering a customer-centric culture. The ideal candidate will have strong leadership skills and proven experience in managing complaints within regulatory frameworks.

Benefits

34 days annual leave

Health Cash Plan

800+ high street discounts

Generous pension scheme

Career growth opportunities

Qualifications

• Proven track record of delivering targets and KPIs.
• Experience with complaints policies and regulations.
• Analytical and report-writing abilities.

Responsibilities

• Lead the customer complaints team, ensuring SLAs are met.
• Promote a culture of viewing complaints as opportunities.
• Provide expert support and coaching to staff.

Skills

Resilience

Leadership

Problem-Solving

Communication

Analytical Skills

Job description

Senior Complaints Manager

Strawberry Lane, Newcastle upon Tyne, with hybrid flexible working

Permanent Full-time (37.5 hpw)

Salary circa: £50,000 pa, dependent on skills and experience, with great benefits including Health Cash Plan

Home a place where you belong

We have a brilliant opportunity for you to become a vital part of our customer complaints team in the role of Senior Complaints Manager. This newly established position involves leading, developing, and inspiring the complaints team, ensuring the end-to-end lifecycle of complaints is managed and resolved within key SLAs.

Focusing on delivering our customer promise through effective and customer-centric complaint resolution, your leadership will champion and embed a culture that resonates with our customers' hearts and minds.

Typical day as a Senior Complaints Manager

• Ensuring policy, process, and regulations are followed.
• Providing expert support and coaching to colleagues across the business.
• Promoting a culture that views complaints as opportunities to learn about customer expectations.
• Analyzing regional and business area trends, themes, and lessons learned.
• Providing evidence-based, risk-assessed recommendations to the wider team and business.
• Managing priorities effectively and working at pace.

If you enjoy making a positive impact on customers' lives daily, you'll find fulfillment here working for one of the UK's top 10 Great Places to Work!

You have

• Resilience and strong leadership skills that inspire confidence in colleagues, with a proven track record of delivering targets and KPIs.
• A creative approach to problem-solving and influencing complaint resolutions.
• Experience with complaints policies, Housing Ombudsman regulations, and regulatory standards.
• Confident communication skills, along with analytical and report-writing abilities.
• Experience working within a contact center environment is beneficial.

Due to current sponsorship limitations, we are unable to offer sponsorship to external candidates for this role. This is under regular review.

Our team

Looking for a job where you truly belong, where you can be your best self! Bring your unique skills and leadership experience to deliver excellent service for our customers. Join a diverse team that supports your growth and success.

A place where you belong

We believe great things happen when everyone can be themselves at work. Our internal diversity networks and allies (Multicultural, LGBTQIA, and Disability) support us all to excel. Together, we make Home Group a great place to work!

What's in it for you

• 34 days annual leave (including bank holidays and a 'me day'), increasing to 39, with options to buy 5 more and time off for volunteering.
• Health Cash Plan saving you up to £1,140 per year, covering dental, optical, prescriptions, and more.
• Over 800 high street discounts on groceries, holidays, and days out. Assistance with phones, bikes, or cars.
• Generous pension scheme with life insurance of 3x salary.
• Recognized as an Investors in People Platinum employer, a Great Place to Work, and ranked 10th in the UK for Wellbeing.
• Opportunities for career growth within the organization.
• Supportive tools and resources for colleague wellbeing. Details available on our website.

Find out more

Click APPLY NOW to view the full Job Description, learn about us, and get help with your application. Jobs may close early, so apply promptly.

Let us know if you need any adjustments to help you shine during our process.

Required Experience: Manager

Key Skills: Program Management, FDA Regulations, Management Experience, Facilities Management, Clinical Development, Data Management, Quality Systems, Project Management, Research & Development, GLP, Budgeting, Leadership Experience

Employment Type: Full-Time

Experience: Years

Vacancy: 1