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.
Role Purpose
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.
Posted by Connect Recruitment Consultants Ltd. • £28K/yr to £30K/yr
PURPOSE SUMMARY
You will be responding to and processing all customer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions.
To enhance the brand through continued commitment to the organisation's vision and values.
Through day to day actions ensure compliance of all regulatory requirements and industry standards.
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:
Act as a point of contact for residents wishing to raise a complaint or general enquiry, provide an effective front-line housing information and advice service and deal proactively with complaints and enquiries.
Support the creation of case files for the Housing Ombudsman.
Mange and draft responses to enquiries from Cabinet members, MPs and Ombudsman ensuring that deadlines for responses are met, dealt with effectively and ensure high quality standards are maintained.
We are currently recruiting a Complaints Officer role on behalf of our client where you'll be working for a fabulous organisation based in Eastleigh.
This will be the perfect opportunity for someone who has had customer service based experience who now wants to broaden their skill set, and also the perfect opportunity to get into a more office based environment.