Complaint Lead
* Hourly Rate: £15.84 PAYE
* Location: Pitsea, Essex
* Job Type: Hybrid, Ongoing Temporary, full time Mon to Fri
We are seeking a Complaint Lead to join our team in a crucial role that focuses on thoroughly, efficiently, and effectively investigating and resolving complaints raised by residents. This position ensures fair resolution while adhering to the guidelines outlined in the Housing Ombudsman Complaints Handling Code. The role is instrumental in fostering a positive complaint handling culture, driving service improvements, and maintaining positive landlord-resident relationships.
Day-to-day of the role:
1. Conduct thorough investigations into complaints raised by residents, ensuring all issues are addressed promptly and effectively.
2. Work closely with various departments to gather information and resolve complaints in accordance with the Housing Ombudsman Complaints Handling Code.
3. Communicate effectively with residents to keep them informed throughout the complaint process and ensure their concerns are understood and addressed.
4. Identify trends in complaints to help drive improvements in services and complaint handling processes.
5. Maintain detailed records of all complaints and resolutions to ensure transparency and accountability.
6. Participate in training and development activities to enhance personal skills and improve overall complaint handl...