Complaints Manager
A2Dominion
- London
- £50,719-53,500 per year
- Permanent
- Full-time
We're a UK housing association committed to a new vision - providing homes people love to live in.With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable and private rent, specialist housing services, as well as homes for sale and shared ownership.Our 70,000 customers have diverse backgrounds and levels of income and we're here to provide all of them with homes that are safe, high quality and sustainable. And with social housing roots going back eight decades, we continue to ensure that every penny of profit we make is reinvested into our charitable social purpose - delivering more homes and better services for customers.We're also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis.Role OverviewWe are looking for a Complaints Manager to join our exceptional complaints division. This role will be responsible for managing, developing, and motivating the complaints and resolution service to ensure excellent customer experience in line with business requirements as well as being seen a Subject Matter Expert for technical opinions and contribution. Furthermore, this role will act as the escalation point for the complaints and resolution caseworkers, with particular focus on complex or business significant complaints.More about the roleResponsibilities will also include:
- To apply specialist experience and technical knowledge across the team to drive operational performance
- To lead by example to create and maintain a culture that supports high performance, empowerment, accountability and professionalism at all levels
- To provide training, coaching and guidance to members of the team to develop their technical expertise
- To act as a role model to encourage open and constructive relationships and mentor others to build effective internal and external relationships
- To build and maintain mutually beneficial trust based internal and external relationships with key Stakeholders which will lead to long term partnerships
- To use depth and breadth of knowledge and expertise to make recommendations for improvements to the process, service and operational issues with a focus on adding value, and improving quality and customer service
- To ensure complaints are managed in line with the Housing Ombudsman Service regulatory code, by project managing the team to provide high quality responses
- To inspire the team take ownership of a complaint from start to closure, ensuring that the customer is clear about how any outstanding actions by the business will be taken forward
- To monitor complaint responses and ensure that they meet the expected standard
- To organise the team and work to ensure that there is always sufficient resources to provide an effective service
- Educated to GCSE level or equivalent in Math's and English (Grades A*- C)
- Experience of administering a complaints or similarly complex process and co-ordination of complaint handling or a comparable process at Board/Director Level
- Experience of resolving complex multi-faceted complaints
- Excellent verbal and written communication and interpersonal skills
- Previous experience and ability to manage a high performing team, setting goals and clear objectives
- Confident and proactive approach to problem solving ensuring matters are swiftly and satisfactorily resolved
- 25 days' holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development.
- actively look to attract and recruit disabled people
- provide a fully inclusive and accessible recruitment process
- offer an interview to disabled applicants who meet the minimum criteria for the job
- be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job
- make reasonable adjustments as required