Job Description

Overview

We are seeking a dedicated and experienced Complaints Manager to join our team. The Senior Complaints Manager will ensure effective handling of complaints across all Repairs and Investment Services in accordance with corporate policies and targets. This role involves providing expert guidance to staff at all levels, investigating complex cases, and working closely with the Customer Experience Manager to maintain high standards of customer service.

Duties:

Complaint Management

Oversee the complaint resolution process across Repairs and Investment Services Ensure all complaints are responded to in accordance with corporate policy and within target timeframes Review service responses for quality and appropriateness Support the investigation of complex complaints, providing expert guidance throughout the process

Advisory & Guidance

Provide advice and guidance to staff, supervisors, and senior management Critically analyse evidence, including legislation, government guidance, and departmental policies/procedures Ensure appropriate resolution and remedy is achieved for all complaints Recommend improvements to policies and procedures based on complaint trends

Correspondence Management

Handle Members Enquiries, FOIs, and other official correspondence Ensure all communications meet required standards and deadlines Work with the Customer Experience Manager to review complaints and ensure outcomes are sensitively communicated

Team Management

Supervise the day-to-day management of the Complaints Team in the absence of the Customer Experience Manager Ensure the team provides a quality and efficient complaint service Monitor team performance against targets and provide coaching as required

Required Skills & Experience

Proven experience in complaint management, ideally within local government or public sector Strong understanding of complaint handling processes and best practices Experience investigating complex complaints and recommending appropriate resolutions Knowledge of relevant legislation and regulatory requirements Excellent written and verbal communication skills Strong analytical and problem-solving abilities Experience supervising or managing a team Ability to work with senior stakeholders and manage difficult conversations Proficiency with complaint management systems and Microsoft Office applications

Desirable Experience

Experience working within housing repairs or investment services Knowledge of local government structures and processes Previous experience with FOI requests and Member Enquiries Experience implementing process improvements based on complaint data

Personal Attributes

Customer-focused with strong empathy and active listening skills Detail-oriented with high standards for accuracy Resilient and able to handle challenging situations professionally Excellent time management and organisational skills Ability to work independently and as part of a team Committed to continuous improvement and service excellence
If you possess the necessary skills and are passionate about improving customer experiences, we invite you to apply for this pivotal role within our organisation.

Job Types: Full-time, Temporary
Contract length: 6 months

Pay: 21.99-29.00 per hour

Expected hours: 35 per week

Schedule:

Monday to Friday
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in London SE28 8BF

Application deadline: 03/05/2025
Reference ID: SeniorCom057
Expected start date: 07/05/2025