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My client in Central London is looking to appoint a talented Housing Complaints Manager on a Contract basis. The role will play a key role in reducing the current backlog of complaints for the local authority, whilst managing relevant KPI's, compliance and performance. About the role: Based in Central London (Hybrid): Leading on and supporting the timely resolution of Housing complaints, including Ombudsman complaints, Stage 1 complaints and Stage 2 complaints. Monitoring and evaluating the performance of the complaints team, ensuring service improvement of complaints handling and management. Establish and manage relevant KPI's. Lead on training, mentoring and coaching the team to achieve service improvement. About you: You will have the following experiences: Proven ability in Housing Complaints Management for a Local Authority or Housing Association Proficiency in establishing and managing Key Performance Indicators (KPIs) workloads and targets. Expertise in quality assurance, training, and staff mentorship Familiarity with handling matters involving the housing ombudsman. What's on offer: Salary: £300-£500 per day, Inside IR35 negotiable based on experience please submit your CV with the rate you require Hybrid working Contract type: 3-6 month minimum Hours: 09:00ach -17:00 Monday to Friday How to apply Once your CV is received, if you are successful you will be contacted. Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted please assume you have not been successful on this occasion. About Spencer Clarke Group Here at Spencer Clarke Group, we pride ourselves on connecting you with the best career opportunities; our experienced Consultants have extensive market knowledge and will also provide expert career advice along the way. When you join us, you will receive: Access to a wide range of temporary and permanent opportunities Free DBS checks Post Placement Aftercare Loyalty reward scheme and regular competitions for our agency professionals INDSCG3
Location: Edinburgh Working Pattern: 35 hours/week, Mon-Fri, 8:00 AM - 6:00 PM. (Currently Hybrid 2 days/week in office but subject to change) Who are Diligenta? Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development. Summary of the role: To lead, manage and inspire a team of complaint handlers who investigate and resolve complaints for Life, Pensions and Investment products to ensure customers are treated fairly and service levels are maintained, and ensuring that all customer complaints are addressed promptly and effectively. Benefits: 33 days including Bank Holidays. Eligibility for an annual discretionary bonus scheme. Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services). Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays, and electrical goods. Cycle to Work Scheme & Interest free Season Ticket loans. A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing. A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave. A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection. Apply to find out about our other benefits. What you'll be doing: Leading and managing a team of Complaints Handlers. Overseeing the handling and resolution of customer complaints efficiently and effectively. Providing guidance, support, and training to team members to ensure they understand company policies and procedures for handling complaints. Monitoring the performance of the complaints team and implementing measures to improve productivity and quality of service. Acting as a point of escalation for complex or sensitive complaints. Maintaining accurate records of complaints and their resolutions for reporting and regulatory purposes. Ensuring compliance with relevant regulations and industry standards in complaint handling processes. What we're looking for: Desirable to have a minimum of 1-2 years of Life, Pensions and Investments or Complaints experience. Have prior experience in managing team within Financial Service, Life & Pension, or other relevant customer service environment. Possess exceptional written and verbal communication abilities. Minimum of 5 GCSEs to include Maths and English at C or above or relevant experience. Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies. If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know. Ready to take the next step in your career? Apply today and become part of our innovative team!