Temporary Customer Service Team Leader/Admin - Housing Job Ref: Warwick 5246689 Pay Rate: £16.30 per hour PAYE Hours per week: 36 Monday – Friday, 8.45am to 5.15pm Role Length: This opening assignment is for 2-3 months City: Warwickshire, Leamington Spa The successful candidate may be a required to attend RIG meetings. The purpose of the role is to deliver excellent customer service and ensure that internal and external customers’ views, obtained through a wide range of means, are integral to shaping and developing quality services. Key Responsibilities:
* Take ownership of all service area complaints, service enquiries and relevant freedom of information requests.
* Coordinate and ensure a full response in consultation with colleagues, and in accordance with the Joint Complaint Handling Code of the Housing Ombudsman Service and Local Government & Social Care Ombudsman.
* Ensure all complaints, service enquiries and freedom of information requests are recorded and responded to in accordance with Council policy, procedure, and Regulatory targets.
* Develop and produce regular performance information. Proactively share appropriate information with colleagues to promote, coordinate, and document learning from complaints.
* Manage the process of preparing, consulting on and finalising service area communication documents (annual reports, newsletters, handbooks and website content) to agreed timescales and targets where appropriate.
* Ensure that all necessary leaseholder consultation is undertaken in a timely manner, to enable service charges to be recovered on qualifying works, and to ensure general compliance with legal consultation requirements.
* Assist the Business Support Manager in supporting the safeguarding function of the Council.
* Assist the Business Support Manager in developing strategy and delivering a customer-centric service, establishing, supporting and maintaining a full spectrum of resident engagement opportunities in line with the requirements of the Regulator for Social Housing.
* Analyse and use data to inform and recommend customer-driven service improvement priorities.
NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly. To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF. If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
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