Our local authority client based in South London are urgently seeking an experienced Senior Complaints Manager.
Job Role
* To ensure that Complaints are responded to across all the Repairs and Investment Services in accordance with the corporate policy and targets. To provide advice, guidance to staff, supervisors and senior management in R&I to ensure appropriate resolution and remedy of complaints and Members Enquiries, FOIs and other correspondence.
* To support the preparation of complaints, review service responses and where necessary, support in the investigation of complex complaints, critically analysing evidence, including legislation, government guidance, departmental policies/procedures in order that appropriate resolution and remedy is achieved.
* To work with the Customer Experience Manager to review complaints and details of individual investigation outcomes are sensitively and appropriately communicated to complainants and/or their representatives. Supervise (in the absence of the Customer Experience Manager) the day to day management of the Complaints Team in providing a quality and efficient complaint service
Main Duties:
1. To move the service from one that focuses on managing complaints processes, to one that provides more holistic customer services and positive outcomes for residents.
2. To ensure that quality is embedded across the repairs and Investment Service in responding to residents and key stakeholders, working with all teams to deliver excellent customer services.
3. To support Customer Experience manager with gathering information for, and responding to, complaints, members enquiries, MP enquiries and correspondence
4. To identify opportunities to learn from complaints and feedback learning through SMT
5. To support the training of staff, supervisors and SMT managers in complaint handling
6. Work alongside the Customer Experience Manager and IT to ensure that CRM workflows reflect the relevant policy and procedure, and lead on any changes needed to improve the service.
7. To ‘quality check’ draft response for member of the complaints Team in the absence of the Customer Experience Manager
8. To work alongside Customer Experience manager to supervise and monitor work from the Resident Engagement Leads working on capital work project.
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