Castlefield Recruitment are currently working with a housing association who are looking for a Complaints Improvement Manager to join their team.
Overview:
They have launched a long-term transformation programme taking the service back-to-basics and rebuilding, reviewing and revising every part of the operation to deliver a service that meets customer need, with the aim to achieve a first time fix.
One area that requires immediate focus and support is firmly putting the customer front and centre. We want to make every customer interaction a positive one, even if sometimes we don't manage to get things right the first time.
what are we looking for? Someone who:
- Clearly understands what it means to put customers at the heart in delivering services; walking side by side in their journey, understanding their challenges, and how we build trust.
- Support personalising and tailoring communication and offering personalised customer solutions.
- Work with our internal teams to review complaints and feedback data/insight to understand trends, root cause and support with plans to put things in place.
- Support the development and implementation of data led solutions to ensure that our response to complaints and improving services addresses the root cause of the issue.
- Build strong stakeholder relationships, engaging and collaborating with colleagues across the business to make improvements.
- Support and challenge service leads and complaint handlers to ensure that customers are at the centre of our decision making.
- Dig into the detail and manage multiple demands, providing insight that enables informed decisions and recommendations to improve our services.
- Cut through complexity to recommend solutions that enhance the customer journey and experience.
- Take the lead on managing and overseeing complex customer complaints for the Directorate and make recommendations for resolution and more importantly learning and supporting changes to practices and processes as a result.
- Actively support Place management team with customer centric recommendations to ensure that learning from both general customer feedback and complaints. feedback is embedded with sustainable improvements.
- Undertake external research to support the services that Place delivers and ensure that regulatory requirements are being met.
Key Skills, attributes and experience:
- Customer focused
- Build relationships with key stakeholders
- Analyse data and draw conclusions
- Investigation skills
- Collaboration
- Housing sector experience
- Solution focussed
- Understanding of the ombudsman process and escalations