Connect with what you'll do
In your roll you'll:
Oversee the complaint performance of the contract to ensure the Complaints Policy and
Housing Ombudsman Code are followed.
Ensure compliance with the RHP Complaints policy and Housing Ombudsman Complaint
Handling code by providing training across RHP Home and educating and informing other
stakeholders.
Ensure effective management and responses to MP and Councillor enquiries with escalation to the RHP complaints team as required.
Work with the RHP Home team and subcontractors as well as wider stakeholders to
provide a proactive ownership to all complaint related activities.
Keep stakeholders informed by collating daily, weekly and monthly complaint data and trend
analysis and commentary on performance improvement.
Be the lead for all RHP Home complaint related meetings providing a professional representation and escalating any areas in a timely manner
Proactively identify trend data and themes across all complaint categories with suggestions for
improvements identified and delivered where appropriate.
Identify service improvements and highlight risks and lessons learnt, working with teams across the business to put actions in place, including creating and leading on an RHP Home customer focus group.
Ensure service failure is addressed by reviewing all stage two and ombudsman complaints
Provide regular reporting on Complaint Handling performance to stakeholders.
Be proactively involved in supporting the Social value requirements of the contract.
Ensure the team remain up to date with any changes in legislation.
Connect with how you'll do it
We're looking for someone with experience of:
Resolving customer complaints or complex case resolution.
Working in social housing repairs in a similar role.
Ability to manage a team and work with stakeholders that delivers world class service.
Using your judgment to resolve queries quickly and effectively.
Using CRM, digital systems and data to drive service improvement.
It’d blow us away if you had:
Extensive CRM experience.
The key behaviours we expect in the role include:
Role modelling our values: We know our stuff / We make it happen / We care
Demonstrating inclusive behaviours, respecting and embracing difference and listening to other
people’s unique perspective.
Communicating passionately and authentically across different channels, adapting your style and
methods to meet the needs of a diverse range of customers and colleagues.
Putting bags of energy into finding ways of making things better, faster and lower cost.
Taking pride in being organised so you can deliver your promises on time.
Being the best version of yourself in every situation and show resilience even when it’s tough.
Remaining curious to find better ways of working to improve the customer experience.
Seizing opportunities by being brave and stepping outside of your comfort zone.
Holding your hands up if you make a mistake and quickly re-focusing to put things right.
Making wise decisions and solving problems without over complicating things.
The ability to create an environment where people feel comfortable to be themselves,
treating everyone as equals and encouraging a contribution from all.