CONTRACT ROLE
Exciting Opportunity for a Complaints Lead / Manager
Working with a Large Housing group in North West London
Long term contract to permanent
Hybrid Position - Rate negotiable
Must demonstrate experience of successful management of complaints and housing ombudsman code and LGSCO in local authority / housing sector
The role will involve monitoring KPIs (key performance indicators) and work to improve relationships between operational teams and clients/customers to meet or exceed contractual KPIs and internal SLAs, for operational performance
Experience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software's .
Essential:
Knowledge of Health & Safety legislation, and statutory requirements in relation to the role
Good understanding of Social Housing Building Maintenance and customer satisfaction.Other key duties include:
Monitoring quality, ensuring our reporting systems are fully up to date and audit-able and that the correct procedures have been followed;
Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;
Monitoring performance dashboard to ensure the schedulers are achieving their utilisation targets and taking appropriate and timely action where targets may be missed
Provide leadership to the team through effective coaching, mentoring, 121s and team meetings.
Ensure team members understand their role and areas of responsibilities.Requirement
Senior/Head of service role within a customer experience, customer resolutions and allocations within social housing - and ALMO experience is desirable
Experience of social housing regulation and working within the Housing Ombudsman complaint handling code
TSMs and increasing satisfaction
Customer Excellence accreditation
Working with the Board Member responsible for complaints
Strategic oversight of delivering the customer experience and meeting the Consumer Standards relevant to the customer experience
Working with Senior Leadership Team across SHP
Providing assurance reporting and management information to Board, the Client and the executive teamDesirable for candidate:
Excellent communication skills
Strong interpersonal skill working with people at all levels
Analytically skills to interpret data and monitor trends
Strong customer focus and excellent telephone manner
Leadership skills and the ability to motivate and develop staffThis role will be supporting new processes and working closely with management to achieve a strong and happy environment across the board.
If you would like to be considered please submit a CV or call (phone number removed)