RB Greenwich - Senior Complaints Manager
Are you a Senior Complaints Manager looking for your next contract role? I am currently working with RB Greenwich to recruit a Senior Complaints Manager on a contract basis.
If interested, please contact me at 0207 419 8901 to discuss this opportunity further.
Responsibilities:
* Respond to complaints across Repairs and Investment Services in line with company policies and targets.
* Provide advice and guidance to staff, supervisors, and management to ensure appropriate resolution of complaints, Members Enquiries, FOIs, and other correspondence.
* Assist in preparing complaints, reviewing service responses, and investigating complex complaints, analyzing evidence and legislation to ensure proper resolution.
* Work with the Customer Experience Manager to review complaint outcomes and communicate effectively with complainants.
* Supervise the Complaints Team in the absence of the Customer Experience Manager, managing up to 12 staff.
Main Duties:
* Transform the service to focus on holistic customer service and positive outcomes.
* Ensure quality standards are embedded across services, working with teams to deliver excellent customer service.
* Support in gathering information and responding to complaints and enquiries.
* Identify learning opportunities from complaints and feedback.
* Support staff training in complaint handling.
* Collaborate with IT to ensure CRM workflows reflect policies and improve service.
* Quality check draft responses in the absence of the Customer Experience Manager.
* Supervise Resident Engagement Leads on capital projects.
* Set standards and monitor policies and procedures.
* Participate in training and development as needed.
* Adhere to health and safety, Data Protection/GDPR, and equal opportunity policies.
* Uphold the council's staff values and demonstrate commitment to residents.
* Perform additional duties or transfer to other departments as required.
This role offers an exciting opportunity to contribute to improving resident services at RB Greenwich.
Note: Morgan Hunt is an equal opportunities employer, and job suitability is assessed based on merit.
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