Are you passionate about ensuring customers receive excellent service? Sometimes issues arise, and complaints need to be handled effectively. As a Complaints Team Leader, you can make a significant difference in shaping the outcome.
What You’ll Be Doing
You will lead a team of up to 6 Complaints Officers within a centralised team, ensuring complaints are managed according to our policies and procedures. You will be an escalation point for complex cases and collaborate with team members to resolve issues efficiently.
The team acts as a primary contact for customers, providing quality service to reach satisfactory resolutions. You will oversee adherence to policies, review processes, and implement improvements to enhance outcomes.
Building strong relationships within the business is key, supporting investigating managers to identify root causes and learnings. You will also facilitate process changes to support continuous improvement.
As a member of the Housing Ombudsman Scheme, we are committed to its Complaint Handling Code. You will prepare cases for independent investigation when needed, ensuring compliance and transparency.
About You
Ideally, you have experience in complaint handling and some leadership experience or potential. Your background may include coaching and mentoring, even if this is your first leadership role.
You possess excellent communication skills, can work under pressure, and handle sensitive situations with individuals of diverse needs. Your creative problem-solving skills, influence, and negotiation abilities will drive complaint resolution and service improvement.
You understand the importance of supporting colleagues through training and guidance, becoming a trusted resource within the team.
This hybrid role requires a full UK driving licence and access to a vehicle, with regional coverage including Hampshire, Wiltshire, Somerset, Dorset, Devon, Cornwall, and London. Ideally, you will be based in the South West.
What’s In It For Me
We invest in our colleagues because we know happy employees provide better service. Our Aster Offer includes:
* Flexible working arrangements
* Wellbeing initiatives, including workshops, counselling, mental health training, and health cash plans
* Career development opportunities
* Defined Contribution Pension and life assurance
* Volunteering hours
* Discounts on cinemas, gyms, holidays, shopping, and dining
* Enhanced leave policies
* Recognition programs for outstanding contributions
Ready to Apply?
To apply, submit your CV and a supporting statement explaining why you're suitable for the role. We value diversity and are committed to creating an inclusive workplace.
Interviews are currently conducted via Microsoft Teams. Please verify your right to work in the UK, as Aster is not a sponsorship organization.
For support, contact our Recruitment Team. We look forward to your application!
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