As a Complaints Resolution Team Leader, you will oversee and support a team responsible for resolving complaints, ensuring targets are met and compliance is maintained.
General
We are seeking a Complaints Resolution Team Leader to join our housing association and lead a dedicated team focused on managing complaints at stage one or stage two.
This is an exciting opportunity to make a real difference in delivering a high-quality service for our customers, ensuring that all complaints are resolved effectively, promptly, and in line with policies.
Posted by Hatched Recruitment UK • £28/hr to £28.50/hr
To ensure that housing complaints are handled professionally and effectively in a timely manner.
To oversee and manage a complex caseload of complaints and Member/Mayoral enquiries within the Central Housing Complaints Team and provide comprehensive, effective and efficient complaints administration support across Housing Services.
To oversee the day to day management of the Central Housing Complaints team (3 Senior Complaints Officers), ensuring that the Housing Services Complaints Handling Procedure is effectively delivered.
Ensuring that our Senior Complaints Officers make phone calls to the resident at the start of the process and keep them updated on the progress of their case.
Ensuring that all incoming complaints and Member/Mayoral enquiries are swiftly allocated to the right people in the right service areas so that the issue can be investigated as quickly as possible.
We are looking for an experienced woker who will be reponsible for:
The role involves providing a full range of administrative support to our Complaints and Customer Experience team, with a focus on delivering excellent customer care and assistance to enhance resident satisfaction at Octavia Housing.
It also includes building productive relationships with residents and external agencies, and providing administrative support to the complaints team by helping to improve the quality of responses and ensuring all complaints and correspondence are accurately recorded in our systems.
The position offers opportunities to build on existing skills while developing new ones, working closely with colleagues across departments to ensure exceptional customer service.
Posted by Hatched Recruitment UK • £19/hr to £20/hr
They will manage a wide range of cases and/or requests, effectively researching and overseeing the successful response to corporate and statutory complaints, Ombudsman enquiries, Member enquiries, Freedom of Information, Data Protection Act & Environmental Regulations and information sharing requests.
Be responsible for improving the effectiveness and quality of customer responses and are accountable for providing high quality and efficient customer responses, that reduce the risk of escalation to further stages understanding when to escalate issues to alternative teams.