Hyperion Partners is delighted to be recruiting on behalf of a leading housing association for the role of Customer Resolutions Manager. This is an exciting opportunity for an experienced professional to lead a team dedicated to delivering exceptional service and resolving customer issues efficiently. The successful candidate will play a key role in enhancing customer satisfaction and ensuring that residents receive the highest standard of care and support.
The Role:
As the Customer Resolutions Manager, you will oversee the management and resolution of complex customer complaints and issues. You will lead a team of complaints officers, ensuring that all cases are handled effectively, within set timescales, and in line with regulatory requirements. Your role will involve developing strategies to improve complaint handling processes and working closely with senior management to drive continuous improvement across the organisation.
Key Responsibilities:
- Team Leadership: Lead and manage a team of complaints officers, providing guidance, support, and training to ensure the highest standards of service delivery.
- Complaint Resolution: Oversee the resolution of complex and escalated complaints, ensuring that all cases are handled professionally and in line with organisational policies and procedures.
- Process Improvement: Develop and implement strategies to improve complaint handling processes, ensuring that customer feedback is used to drive continuous improvement.
- Stakeholder Engagement: Work closely with internal teams and external stakeholders to resolve issues and enhance service delivery. Act as a point of escalation for unresolved complaints.
- Reporting: Produce detailed reports on complaint trends, outcomes, and areas for improvement, providing insights to senior management and influencing decision-making.
- Compliance: Ensure all complaints are managed in compliance with relevant legislation, regulations, and organisational policies, maintaining high standards of data protection and confidentiality.
- Customer Focus: Champion a customer-centric approach within the organisation, ensuring that the needs and concerns of residents are at the forefront of service delivery.
What We're Looking For:
- Experience: Proven experience in a complaints management or customer service role, with a strong background in handling complex and escalated cases, preferably within the housing sector.
- Leadership Skills: Strong leadership and team management skills, with the ability to motivate and develop a team to achieve high performance.
- Communication: Excellent verbal and written communication skills, with the ability to engage effectively with residents, colleagues, and senior management.
- Problem-Solving: Demonstrated ability to analyse issues, develop solutions, and implement changes that improve customer satisfaction.
- Organisational Skills: Highly organised, with the ability to manage multiple priorities and work under pressure to meet deadlines.
- Knowledge: A solid understanding of housing management, relevant legislation, and the regulatory environment.