Complaints Manager

Posted 01 July 2024
Salary Up to £35.00 per hour via an Umbrella Company
LocationEast Midlands
Job type Temporary
Discipline Social Housing Recruitment
Contact NameGeorge Pearson

Job description

Our client, based in Leicestershire, is currently recruiting for a Complaints Manager on a 6-week temporary contract.

The position is due to start immediately on a full-time basis. It is offering hybrid working with office attendance 2-3 times per week.

The hourly rate is negotiable up to £35.00 per hour via an Umbrella Company based on experience for this position.

The ideal candidate will have experience working within a similar role.

Duties will include (but are not limited to):

  • Leading, mentoring, and motivating the complaints team to deliver exceptional service in line with corporate objectives and regulatory requirements

  • Ensuring adherence to the Complaints Handling Code and other relevant policies, providing guidance and support to team members as needed

  • Facilitating the two stage complaints process, ensuring transparency, fairness, and effective communication with complaints throughout

  • Conducting regular performance reviews, set objectives, and provide developmental feedback to enhance team effectiveness and customer service outcomes

  • Ensuring staff performance is managed effectively, including timely performance reviews and interventions where necessary

  • Liaising with internal stakeholders and external bodies, such as the Housing Ombudsman, to stay updated on regulatory changes and best practices

  • Managing escalated complaints and complex cases, ensuring they are investigated thoroughly and resolved promptly within defined timelines

  • Developing and maintaining robust reporting mechanisms to track complaints performance, trends, and outcomes

  • Conducting internal audits and self-assessments against the Complaints Handling Code to ensure continuous compliance and operational effectiveness

Experience required:

  • Strong experience with the Housing Ombudsman Service for complaints handling

  • Experience leading and managing a high performing team

Skills, knowledge and expertise required:

  • Extensive experience in managing complaints within the housing sector

  • Excellent communication, negotiation, and conflict resolution experience

Working hours:

  • 35 hours per week

  • Monday – Friday, 9am-5pm with flexibility

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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