COMPLIANCE TEAM LEADER
- Location: Essex
- Salary: £23.08 PAYE or £28.75 Umbrella
- Direct Reports: 6
- Hybrid Working: 2 days in the office, 3 days work from home
- 3 months contract – potential to go perm
Role Purpose:
One of the biggest housing associations in the UK is looking for a dedicated Compliance Team Leader to lead a team focused on managing Housing Ombudsman Compliance. The primary responsibilities include ensuring compliance with orders and deadlines, promoting the Complaints Handling Code, and resolving complaints. This role involves identifying potential risks and working collaboratively with internal teams to mitigate issues.
Key Responsibilities:
- Provide support and guidance to team members on compliance matters.
- Drive and motivate the team to achieve their goals and objectives.
- Regularly review performance and development needs with team members.
- Monitor team performance for quality and productivity.
- Ensure workloads are managed effectively by constantly reviewing resources and capabilities within the team.
- Act as an escalation point for the team, liaising with service areas across the organisation and external stakeholders such as the Housing Ombudsman.
- Hold regular learning and training sessions to maintain a high level of knowledge and development within the team.
- Provide reporting and performance information as needed.
- Work collaboratively with other team leaders, sharing best practices and knowledge.
- Attend weekly management meetings to update on performance and challenges.
- Identify potential risks and opportunities and provide feedback through line management.
Success Metrics:
- Achieve 90% compliance responses within deadlines.
- Meet or exceed quality monitoring scores.
- Maintain or surpass customer satisfaction scores for the team.
About You:
You will be:
- A strong leader, capable of guiding your team to achieve goals and targets.
- Empathetic and able to build relationships with customers and staff, with a strong focus on customer experience.
- Excellent at planning and organising to ensure priorities are met and deadlines are delivered.
- Passionate about delivering an excellent compliance service.
You will have:
- Experience in leading a team.
- Demonstrable knowledge of the Housing Ombudsman Complaint Handling Code and determination outcomes.
- Experience in complaint handling and working in a compliance environment.
- Good knowledge of housing practices and procedures.
- Strong planning and organising skills to maintain priorities and meet deadlines.
- Excellent written and verbal communication skills.
If you are interested in applying for this role email your CV to Wendy at Reed.