Central Housing Complaints Team Leader

Job purpose:

• Overseeing the day to day management of the Central Housing Complaints team (3 Senior Complaints Officers), ensuring that the Housing Services Complaints Handling Procedure is effectively delivered.
• Overseeing and managing a complex caseload of complaints and Member/Mayoral enquiries within the Central Housing Complaints Team and provide comprehensive, effective and efficient complaints administration support across Housing Services.
• Ensuring that housing complaints are handled professionally and effectively in a timely manner.
• Collating and analysing all sources of customer feedback, with a view to identifying performance and service delivery improvement themes.

Responsibilities include, but are not limited to:

• Leading, managing and taking overall responsibility and accountability for the work of the Central Housing Complaints team, ensuring that services provided are continuously monitored and reviewed so that they are of the highest quality and responsive to local needs.
• Ensuring that all incoming complaints and Member/Mayoral enquiries are swiftly allocated by the Senior Complaints Officers to the right people in the right service areas so that the issues raised can be investigated as quickly as possible.
• Ensuring that the Senior Complaints Officers are implementing the key stages of the Housing Services Complaints procedure, particularly making phone calls to the resident at the start of the process and keep them updated on the progress of their case.
• Preparing regular and high quality complaints performance reports for Housing Services management teams.
• Ensuring that comprehensive, accurate and up to date records of all complaints and enquiries are maintained at all times on the Council’s complaints management system.
• Supporting the Performance & Complaints Improvement Manager in maintaining key relationships with stakeholders, senior management and customers.

Requirements:

• Significant experience of working within Housing, either within a local authority or a housing association.
• Working knowledge of the Housing Ombudsman Service’s Complaints Handling Procedure would be desirable.
• Detailed knowledge of the services provided by housing organisations and the way in which service provision is structured.
• Experience of working in a Complaints/Customer Services team environment to deliver high quality responses in a timely fashion.
• The ability to coordinate and plan the workload of both yourself and the Central Housing Complaints team.
• The ability to work independently and within teams and to take responsibility for quality and quantity of work effectively.
• Enhanced DBS dated within the last 12 months. On the update service? You could be fast tracked through our recruitment process today.
• Willingness to complete an enhanced DBS if you do not currently hold one.

Working with Archer Resourcing

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We operate across the UK, and, with amazing relationships with the biggest employers in UK social care, we give you the best chance of landing your next role.

Due to the high demand of CV's received we are unable to respond to all applications. However, we may hold your CV on file and contact you for future suitable roles.

We also offer a £250 referral bonus should you know of anyone who may be interested.

‍Must be eligible to work in the U.K