Senior Housing Complaints Manager required:
To ensure that Complaints are responded to across all the Repairs and Investment Services in accordance with the corporate policy and targets.
To provide advice and guidance to staff, supervisors, and senior management in R&I to ensure appropriate resolution and remedy of complaints, Members Enquiries, FOIs, and other correspondence.
To support the preparation of complaints, review service responses, and where necessary, support in the investigation of complex complaints, critically analysing evidence, including legislation, government guidance, and departmental policies/procedures in order that appropriate resolution and remedy is achieved.
To work with the Customer Experience Manager to review complaints and ensure that details of individual investigation outcomes are sensitively and appropriately communicated to complainants and/or their representatives.
Supervise (in the absence of the Customer Experience Manager) the day-to-day management of the Complaints Team in providing a quality and efficient complaint service.
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