Job Description
Complaints Lead
* Hourly Rate: £17.42 paye / £22.13 ltd umb
* Location: Pitsea / Westminster Bridge Road London or Ealing (initial weeks training will be in Ealing)
* Job Type: Temporary, Immediate Start, hybrid (full time in office during training period) initial 2 month booking
We are seeking a Complaints Lead for a housing association based in Pitsea. This role is crucial for thoroughly investigating and resolving complaints raised by residents efficiently and effectively. The successful candidate will play a key role in fostering a positive complaint handling culture, driving service improvements, and maintaining positive landlord-resident relationships.
Day-to-day of the role:
* Thoroughly investigate and resolve complaints raised by residents, ensuring a fair resolution at the earliest opportunity.
* Adhere to the guidelines outlined in the Housing Ombudsman Complaints Handling Code.
* Foster a positive complaint handling culture within the organisation.
* Drive service improvements based on feedback and complaint outcomes.
* Maintain and enhance positive landlord-resident relationships through effective communication and resolution strategies.
Required Skills & Qualifications:
* Proven experience in handling housing complaints.
* Strong understanding of the Housing Ombudsman Complaints Handling Code.
* Excellent investigative and problem-solving skills.
* Ability to handle complex complaints with a fair and balanced approach.
* Strong communication skills, capable of dealing with residents and internal teams effectively.
* Ability to work independently and as part of a team in a fast-paced environment.
Benefits:
* Competitive hourly rate.
* Opportunity to contribute to significant service improvements.
* Work in a role that directly impacts resident satisfaction and community well-being.
To apply for this Complaint Lead position, please submit your CV