Job Description
Our local authority client based in South London are urgently seeking an experienced Customer Complaints and Insight Team Leader.
*£62 an hour Umbrella*
The job holder will:
* Lead and administer the Complaints process to meet all KPI’s
* Lead and support the Customer Resolutions Co-ordinator/s
* Ensure the NEC complaints module is fully utilised, including the reporting function
* Provide insight reports to various stakeholders, Board, EMT and the Client
* Work in partnership with the London Borough of Sutton Complaints Team
* Identify improvements that will improve the customer experience or organisational performance
* Ensure that the Customer Resolutions Co-ordinator/s are adhering to SHP policies and business processes
* Increase customer satisfaction with the outcome of complaints and handling of complaints
* Ensure that team members are continually developing their skills and knowledge to understand customers needs and how to service them
* Lead and exercise behaviours that promote equality diversity and inclusion
* Develop positive working relationships with Councillors, MPs and the Housing Ombudsman
Key Responsibilities:
* Responsible for the Customer Resolutions Policy and Process, and annual review of the policy
* Carry out annual review of the Housing Ombudsman self-assessment
* Lead the Customer Service Excellence accreditation
* Manage and administer the Complaints Process, Councillor and MP enquiries
* Manage complaints with the Housing Ombudsman
* Manage/Lead the Customer Resolutions Co-ordinator(s)
* Provide regular reports on performance, EDI and trends using data from NEC including the Board, Performance Committee and Executive Management Team
* Analyse customer feedback, including complaints data to provide insight and identify opportunities for improvement
* Oversee service improvement from customer feedback and complaints and sector learning from the Housing Ombudsman determinations
* Deliver resident engagement and outreach initiatives based on complaints insight to shape service delivery including Equality,diversity and inclusion
Please apply with your updated CV ensuring that any gaps in employment are explained.
At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy will have been unsuccessful.