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Social Housing Repairs & Maintenance
Based in Billericay
Permanent, full time position
£34,000 per annum
Here at Howells we are working with a leading social housing repairs and maintenance contractor to recruit a proactive and experienced Complaints Team Leader for their busy Billericay-based contact centre.
Complaints Team Leader - Social Housing Repairs & Maintenance
Based in Billericay
Permanent, full time position
£34,000 per annum
Here at Howells we are working with a leading social housing repairs and maintenance contractor to recruit a proactive and experienced Complaints Team Leader for their busy Billericay-based contact centre.
This is a fantastic opportunity for a highly organised individual to take ownership of customer complaints and service improvement initiatives while leading a team of administrators handling Stage 1, Stage 2, and Ombudsman complaints.
Role Responsibilities
* Overseeing the daily administration of complaints and dissatisfaction surveys received via email, website, live chat, and Trustpilot.
* Ensuring all complaints are processed in line with internal procedures, including investigation by the appropriate management teams.
* Accurately monitoring and recording all complaints to ensure deadlines are met and progress is tracked.
* Providing guidance and support to operational staff, especially in handling complex or sensitive cases.
* Maintaining up-to-date records for Stage 1, Stage 2, Ombudsman, Aftercare issues, and dissatisfaction surveys.
* Supporting the development of a central feedback system for complaint tracking and ISO-compliant reporting.
* Liaising with staff and managers to gather information, clarify procedures, and ensure thorough investigations.
* Assisting with the coordination of training, such as virtual sessions and customer care workshops.
* Working alongside the client team to support complaint responses and case reviews.
* Producing reports and data insights for the Senior Management Team and Board as required.
* Analysing customer feedback to identify service trends and propose improvements.
* Creating case studies to support internal training and new starter inductions.
* Promoting positive customer experiences and encouraging proactive feedback handling.
* Recognising strong performance through the company's internal recognition platforms.
Candidate Profile
The ideal candidate will be experienced in complaints handling within a customer service or contact centre environment - preferably in the social housing or maintenance sector. This role requires strong leadership skills, an analytical mindset, and the ability to foster a positive and efficient working culture.
Essential Skills & Experience:
* Strong people management and interpersonal skills
* Proven experience in complaints handling or customer service operations
* Excellent written and verbal communication
* Strong analytical, IT, and project management skills
* Ability to support and motivate a team in a fast-paced environment
What's in It for You?
You'll be joining a modern, people-focused business that recognises the value of its team. In return, you'll receive:
* A competitive salary of £34,000 per annum
* 26 days annual leave plus bank holidays
* Enhanced pension plan
* Enhanced Maternity & Paternity Pay
If you're interested in this role, please apply online.
TITL1_UKTJ
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Technology, Information and Internet
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