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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
Job Title: Complaints Manager Location: Reigate Salary: £35,000 per annum Reporting to: Internal Operations Manager Our client is a leading emergency plumbing and heating company based in Reigate, Surrey. As a company they carry out circa 8000 home visits per month; varying from minor repairs to extensive installation works. With offices in Reigate and Basingstoke they are a growing Business of 110 Engineers and 30 Office staff. Job Summary The key element to the role of Complaints/Customer Service Manager is to support the Internal Operations Manager by managing the day-to-day customer service function, including managing incoming 'expressions of dissatisfaction' and written complaints. The existing complaints team consists of two Complaint Administrators, who the new Complaints Manager will directly be responsible for. Whilst this role will be dealing with a good amount of incoming work, a key goal is to turn the Customer Services function into a proactive one - identifying key trends and gaps in our offering that will, by resolving, improve the world class service delivered already. Duties & Responsibilities To manage a team of 2 Complaints Administrators - their abilities, productivity, and career progression Being responsible for Complaints raised and customer 'expressions of dissatisfaction', in accordance with the rules set by the FCA, our Franchisor and Clients. Managing these from when they come into the business to closure Seeking to improve our service delivery - by identifying weak areas in our business and assisting in their improvement. To use management and performance information effectively to identify emerging issues, trends, and areas for service improvement across the organisation To keep a log of lessons learnt and follow up actions To address non-compliance issues and working with departments to take remedial actions. To carry out site visits for Operational or Customer Service needs To stay informed of changes in legislation, regulation, and policies All works to be carried out compliant with Data Protection rules and regulations. Continual communication via telephone, interactions & E-mails to keep customers and colleagues informed. Capturing of all information required to compile information spreadsheets and data reports. To complete Projects as set out by the Director(s). This may involve any aspect of the Business. To carry out any duties reasonably expected within your role and skill set. Key Skills for the Role To operate as an effective member of the team and lead from the front. Strong communication skills including in person, on the phone and via email. Experience of Complaints Handing, Customer Service Improvement are a must Experience of FCA regulations To be flexible in your approach to all aspects of work. Strong IT skills with key systems used in the business being; Microsoft Office and Microsoft 365. Experience of managing within a fast-moving Organisation would be advantageous - preferably in a Trade or Home Visit based organisation. What we Offer our Team Basic Salary Pension 20 days holiday plus bank holidays Group Life Assurance (post 6 month qualifying period) Group Medical Cash Plan (post 6 month qualifying period) Access to certain benefits and discounts Annual discretionary bonus scheme Overtime options available -- Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business. You'll find a wide selection of vacancies on our website.