Customer Resolution Manager (maternity cover - 1 year)
Salary £48,824.21
Location: Tower Hamlets / Hybrid working
Hours per week 37.5
One year Maternity Cover - Fixed term
At THCH, we are committed to delivering exceptional service to our residents. We are seeking a dedicated Customer Resolution Manager to lead our Customer Resolution Team during a maternity cover period. This is a fantastic opportunity to play a key role in enhancing our complaint handling processes and driving service improvements.
Key Objectives:
- Lead the delivery of high-quality, consistent complaint responses in line with THCH policy.
- Ensure all complaints comply with the Housing Ombudsman Code.
- Champion an effective complaint culture within the organization.
- Collaborate with various teams to identify service improvement opportunities and report key learnings.
Main Responsibilities:
Using your industry knowledge, you'll manage and handle complaints as the lead of the Customer Resolution Team, conducting investigations across operations. You'll work closely with the Housing Ombudsman Service to handle information requests and build a reputation of trust and transparency. Building strong rapport with residents to understand the root causes of complaints and seek resolutions.
The successful candidate will provide effective leadership, in collaboration with the Head of Customer Service to build an effective complaints culture at THCH.
An excellent knowledge of relevant legislation, procedures, and good practice, along with a strong understanding of the Housing Ombudsman Code, housing management, policy, and legislation and an ability to use and analyse data to improve services is key to this role.
For you to be successful you will need to posses the following skills:
- Strong communication and case handling skills.
- Effective verbal and written communication.
- Ability to interact with stakeholders at various levels.
- Negotiation skills and influence to represent the resident voice.
- Positive attitude and ability to improve resident experiences.
- Articulate and passionate in presenting insights obtained through complaints.
How to Apply: If you are passionate about improving customer service and meet the essential criteria, we would love to hear from you.
Deadline: There is no closing date for this campaign. We intend to keep this vacancy open during the entire month of August, though we will be assessing applications in the order in which they are received, holding interviews with those applicants that meet our requirements on an ad hoc basis. So please apply without delay if you are interested!
We do however reserve the right to pause or close the campaign at any time.
THCH is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
This job advert is designed to attract qualified candidates who are passionate about customer service and possess the necessary skills and experience to lead the Customer Resolution Team effectively.