Overview
RHP Group wants a Customer Experience Manager to oversee complaints, ensure compliance with RHP Complaints policy and Housing Ombudsman Code, provide training, manage stakeholder communication, and lead improvement initiatives.
Responsibilities
* Oversee complaint performance of the contract to ensure compliance with the Complaints Policy and Housing Ombudsman Code.
* Ensure compliance with the RHP Complaints policy and Housing Ombudsman Complaint Handling code by providing training across RHP Home and educating stakeholders.
* Manage MP and Councillor enquiries, escalating to the RHP complaints team as required.
* Work with RHP Home team and subcontractors to proactively own all complaint‑related activities.
* Collate daily, weekly and monthly complaint data and trend analysis, provide commentary on performance improvement.
* Be the lead for all RHP Home complaint‑related meetings, providing professional representation and escalating any areas timely.
* Identify trend data and themes across all complaint categories, suggest improvements, and deliver where appropriate.
* Identify service improvements, highlight risks and lessons learned, and work with teams to implement actions, including leading a customer focus group.
* Address service failures by reviewing stage two and Ombudsman complaints.
* Provide regular reporting on complaint handling performance to stakeholders.
* Support the social value requirements of the contract.
* Keep the team updated on any changes in legislation.
Qualifications & Experience
* Resolving customer complaints or complex case resolution.
* Working in social housing repairs in a similar role.
* Ability to manage a team and collaborate with stakeholders to deliver world‑class service.
* Judgment to resolve queries quickly and effectively.
* Experience using CRM, digital systems and data to drive service improvement.
It’d blow us away if you had: Extensive CRM experience.
Key Behaviours
* Role modelling values: “We know our stuff”, “We make it happen”, “We care”.
* Inclusive behaviours, respecting and embracing differences and listening to others.
* Communicating passionately and authentically across channels, adapting style to diverse customers and colleagues.
* Energetically seeking ways to make things better, faster and lower cost.
* Organised and delivering promises on time.
* Resilience in tough situations.
* Curiosity to improve customer experience.
* Boldness in seizing opportunities.
* Owning mistakes, refocusing to correct.
* Wise decision‑making without over‑complicating.
* Creating an environment where people feel comfortable, equal, encouraging contribution.
Seniority Level
Not Applicable
Employment type
Full‑time
Job function
Management and Customer Service
Industries
Housing and Community Development, Non‑profit Organizations
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