Complaints Lead / Manager - Housing Repairs

CONTRACT ROLE

Exciting Opportunity for a Complaints Lead / Manager
Working with a Large Housing group in North West London
Long term contract to permanent

Hybrid Position - Rate negotiable

Must demonstrate experience of successful management of complaints and housing ombudsman code and LGSCO in local authority / housing sector

The role will involve monitoring KPIs (key performance indicators) and work to improve relationships between operational teams and clients/customers to meet or exceed contractual KPIs and internal SLAs, for operational performance

Experience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software's .

Essential:

• Knowledge of Health & Safety legislation, and statutory requirements in relation to the role
• Good understanding of Social Housing Building Maintenance and customer satisfaction.

Other key duties include:

• Monitoring quality, ensuring our reporting systems are fully up to date and audit-able and that the correct procedures have been followed;
• Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;
• Monitoring performance dashboard to ensure the schedulers are achieving their utilisation targets and taking appropriate and timely action where targets may be missed
• Provide leadership to the team through effective coaching, mentoring, 121s and team meetings.
• Ensure team members understand their role and areas of responsibilities.

Requirement

• Senior/Head of service role within a customer experience, customer resolutions and allocations within social housing - and ALMO experience is desirable
• Experience of social housing regulation and working within the Housing Ombudsman complaint handling code
• TSMs and increasing satisfaction
• Customer Excellence accreditation
• Working with the Board Member responsible for complaints
• Strategic oversight of delivering the customer experience and meeting the Consumer Standards relevant to the customer experience
• Working with Senior Leadership Team across SHP
• Providing assurance reporting and management information to Board, the Client and the executive team

Desirable for candidate:

• Excellent communication skills
• Strong interpersonal skill working with people at all levels
• Analytically skills to interpret data and monitor trends
• Strong customer focus and excellent telephone manner
• Leadership skills and the ability to motivate and develop staff

This role will be supporting new processes and working closely with management to achieve a strong and happy environment across the board.

If you would like to be considered please submit a CV or call 02073487000