Senior Complaints Manager (PO1) £39,855 - £42,324 This is a fantastic opportunity to manage a small team of Complaints Officers, investigating and responding to Complaints on behalf of the Repairs and Investment Service. This role requires the ability to lead and motivate a team of 6 Complaints Officers, working alongside Supervisors, Managers, and the Senior Management Team, responding to Complaints, members enquiries and Ombudsman on behalf of the service. Working collaboratively with services within the Council, third parties and external bodies, for example the Housing Ombudsman. Essential: Excellent knowledge of the workings of a Repairs Service, Direct Labour Organisation and Capital Investment Services. Good understanding of Housing Ombudsman, TSMs and Freedom of Information Excellent written, telephone and communication skills The ability to monitor performance to ensure that complaints, members enquiries and Ombudsman's complaints are responded to within the council's published timescales. Experience of driving customer service best practice and complaint resolution. Other key duties include: Monitoring of complaints outcomes to utilise on common themes, ensuring that the service learns from Complaints. Utilising information from satisfaction surveys to improve complaints handling. Ensure team members understand their role and areas of responsibility. Provide data to SMT on complaint volumes, common themes, and areas of development. This role requires a degree of flexibility as you will also be supporting new processes and working closely with the wider team in Housing and Safer Communities. Royal Borough of Greenwich reserves the right to close any vacancy earlier than the advertised closing date should there be a high volume of applications received.