Working closely with the Customer Feedback Manager and Head of Customer Voice, our Customer Feedback Team Leader will help deliver a compliant, effective, and robust customer feedback service aligned with the Housing Ombudsman's Complaint Handling Code. You will manage a team responsible for triaging, logging, and overseeing all stages of the customer complaints process by leading and supporting the customer feedback team, colleagues, and contractors to ensure a customer‑focused complaint handling service. A key part of the role includes providing training and coaching to your team and others involved in the process. You will ensure strong performance management and reporting are in place, and lead by example to maintain high standards of record keeping and data quality across the business. Your team will be the first point of contact for Housing Ombudsman Service (HOS) enquiries via the portal, including general enquiries, pre‑evidence, information requests, and determinations. You will support compliance with HOS requirements, including contributing to the annual self‑assessment and governance reporting. As part of Great Places' commitment to being a learning organisation, you will identify complaint themes and trends, using insights to drive service improvement. You will ensure systems are fit for purpose and that the team is trained to use them effectively. You will also lead on maintaining accurate, accessible records and support the team in using data to manage caseloads, including regular quality checks on records and call handling. You will also deputise for the Customer Feedback Manager when needed and consistently demonstrate Great Places' values, behaviours, and attitudes.
What you'll be doing
* Line‑managing a busy Customer Feedback team
* Supporting your team and the wider business and empowering them to succeed through coaching and mentoring
* Ensuring complaints are recognised and logged appropriately, supporting the team to distinguish between a service request and a complaint
* Monitoring record keeping and data quality, including regular quality checks
* Ensuring Stage One, Stage Two and Ombudsman complaints are handled in line with policy and the HOS Code
* Ensuring complaint‑related business processes and guidance are regularly reviewed and kept up to date
* Co‑ordinating ad hoc reporting requests and contributing to annual HOS self‑assessment
* Providing backfill and team cover, including casework and administrative tasks
* Delivering complaint handling guidance, training and support to the Customer Feedback team and wider service teams
* Deputising for the Customer Feedback Manager when required
* Be responsible for personal development and keeping updated with any HOS updates, insights, learning etc.
* Experience managing a team in a customer focused environment
* Good knowledge of the Housing Ombudsman Complaint Handling Code, or experience of working in a highly regulated sector with willingness to learn
* Ability to use initiative to achieve positive outcomes
* Be confident in your verbal communication skills with customers and internal teams, demonstrate strong organisational and prioritisation skills, including presentation skills, writing complaint responses at all stages of the complaint process
* Ability to build effective relationships with colleagues and stakeholders
* Experience maintaining accurate records and producing concise reports
* Strong problem‑solving skills and a resolution‑focused approach, demonstrate professional curiosity and a thorough approach to investigations
* Confidence using Microsoft Office 365 to include Teams, SharePoint, Outlook, Excel, Word and other IT systems
* Values‑led approach, with integrity, inclusivity and respect for diversity
* Flexibility and ability to lead projects independently
What we need from you
* Resilience to manage the demands of the role
* Passion for listening to and acting on customer feedback
* Willingness to lead face‑to‑face and virtual meetings
Commitment to safeguarding
* This role is subject to a basic DBS check
What we give you in return for your work and commitment
* Pension – DC scheme (up to 10% contribution from both colleagues and Great Places)
* WPA – Healthcare scheme starts at no contribution level with £1250 of savings available per year (option to increase & add family members)
* Ways of Working – We offer some hybrid and flexible working
* Annual leave – Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays
* Reward & Recognition – You Count Rewards are individual reward's for going 'above & beyond'
* Professional fees – The business pays the cost of one professional role related membership fee for each colleague
* The Market Place – High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
* Wage Stream – You can access savings opportunities and early access to wages
* Health and Wellbeing Initiatives – Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing
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