Our Repairs Services are responsible for the provision and delivery of high quality, effective and responsive estate services and repairs to our customers, residents, homes and communities. As Customer Support & Resolutions Manager, you will lead on our response to complaints, MP and Councillor enquiries, and management of complex and high profile cases, working alongside other colleagues and partnering contractors to identify lessons learned and service improvements.
Key Responsibilities
- Investigate and respond to complaints in line with our Complaints Policy and Procedure
- Provide background information, timelines and draft responses to Assistant Director of Repairs Services, or other Senior Managers for escalated complaints
- Respond to MP and Councillor enquiries, or enquiries from other external stakeholders
- Regularly review complaints within the repairs service to identify lessons learned, and service improvements
- Establish a good working relationship with our contractors and work with them to ensure continuous improvement
- Be a key contact for the Housing Ombudsman in respect of repairs complaints, providing key information as required, including working with our central complaints teams on information requests and reports
- As key resident liaison lead, ensure timely and effective customer communication
- Working alongside operational managers, lead on implementation of service improvements as identified through our complaints process
- Intercept issues as required, to ensure resolution and prevent escalation
- Regularly report on complaints performance and trends within the repairs service
- Meet regularly with our central complaints team to update on performance and progress
- Take part in contractor meetings across a number of different contracts to resolve outstanding issues swiftly and effectively
- Ensure completion of actions following on from complaints and complex cases, working with colleagues across the business, and our contractors - including holding meetings with stakeholders as required
- Manage and review compensation requests and payouts across the service, in line with our Compensation Policy and Procedure
- Manage customer feedback and satisfaction for the service, undertake analysis of the survey results to enable the Repairs Team and its Contractors to continually improve their performance
Other
- Attend evening meetings and co-ordinate resident meetings as required to discuss the repairs service
- Take part in policy reviews as required, providing knowledge and expertise around the customer journey and experience
- Compile and present performance information to staff, managers and contractors at Operations and Team Meetings as required
- Producing detailed, meaningful and informative performance reports as required
- As required by the Assistant Director of Repairs Services, manage specific projects in connection with the delivery of the our services
- Provide out of hours cover on the managers duty rota for emergency repairs
- Deputise for other managers in the team as required
- Any other duties reasonably required
Requirements
For this position, we have listed the requirements we believe are essential for this role:
Knowledge and skills
- Leadership and clear management style - the ability to motivate
- Excellent organisational skills, delivering to outcomes and timescale
- Strong customer focus
- Excellent skills in writing concise reports using clear and plain English
- Ability to think pragmatically and analyse data to make good decisions
- Excellent written, verbal communication skills.
- Ability to persuade, negotiate and influence at all levels.
- Ability to interrogate, analyse and interpret performance data
- Ability to work in partnership to achieve shared goals
- Ability to take responsibility, work independently and flexibly
- Ability to problem solve
- Ability to balance the needs of the customer against the needs of the business
Experience
- Experience working in a customer service environment
- Experience of dealing with and responding to complaints
- Experience of delivering a repairs service for a social housing provider or similar
- Experience of budget management and achieving value for money
- Experience of implementing and identifying service improvements
- Experience of working in a service delivery environment
- Experience of working with contractors
Benefits
The salary for this role is £43,900 per annum with up to 10% pension contribution.
We also offer a fantastic additional benefits:
- Flexible-working
- Life Assurance
- Employee Wellbeing App/ Mental Health Support
- Online GP Service
- Cycle to work
- Opportunities for self-development with over 60 courses available to self-enrol
- Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme
Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.