* Annual salary of £40,000 (FTE)
* Permanent role
* Full-time (35 hours), part-time and flexible working patterns available
* Liverpool city centre office base, hybrid working (2-3 days in the office per week)
* Occasional travel across the North-West
Proposed Interview Date: First Stage 1st May 2025 / Second Stage 6th May 2025
The role
Regenda Homes are offering a great opportunity for a customer-focused role to line manage a team of 4 with emphasis on continuous improvement to ensure we learn from customer complaints and drive customer satisfaction.
The Complaints and Customer Liaison Team Leader will provide a proactive approach to complaint handling, ensuring full adherence with internal policies and the Housing Ombudsman Complaint Handling Code.
You will proactively manage and monitor action plans from our 2 stage complaints process and occasionally manage complex final resolution complaint investigations. You will identify service improvements in line with industry best practice around complaint handling and customer communication. There will be occasional travel across the North-West as this is a key customer centric role within the Asset Management team.
The right fit
* Strong line management experience.
* Capability of building and maintaining key stakeholder relationships.
* Demonstrable experience of a customer-facing role.
* Acute awareness of Social Housing and Housing Ombudsman Complaint Handling Code and current and upcoming statutory legislation.
* A full UK driving licence is essential.
Who we are
Regenda Homes is an award-winning Registered Social Housing provider with around 12,000 homes in Merseyside, Greater Manchester, Cheshire and Lancashire. We provide additional support to residents including finding work, money advice or dealing with anti-social behaviour. We work in partnership with residents to scrutinise services and make sure we perform to a high standard.
Regenda Homes is part of The Regenda Group; we work in places where we can make a difference and operate across the housing and construction sector, in care and support, and in education, training and careers.
Next steps
If you like what you’ve read so far and think you’ve got what it takes to join our team, then apply now with a copy of your CV and a short covering letter detailing why you think you would be a good fit the role.
Our People Services team will review your application and will be in touch shortly.
What we offer
Regenda Homes really is a great place to work – and you don’t have to just take our word for it! We’re an accredited Best Companies Top 100 employer and have achieved Investors in People Gold status.
We can offer you a working environment where you can enjoy yourself, develop yourself and be yourself and where you really can make a difference to people’s lives.
We also offer a fantastic reward and benefits package which, amongst other things, includes:
* A range of flexible working options.
* 27 days paid annual leave each year (rising one day per year up to a maximum of 32 days after five years) in addition to 8 bank holidays.
* 6 additional days for volunteering.
* Up to 9% employer’s contribution to the pension scheme (match funded).
* £250 annual ‘Live and Learn’ allowance to spend on learning any new skill.
* Enhanced maternity, paternity and adoption pay schemes.
* Employee Assistance Programme and health and wellbeing initiatives.
* A wide variety of exciting learning and development opportunities.
* Interest free loans to assist with the purchase of computer equipment and travel season tickets.
* Monthly staff lottery scheme.
"We regenerate places and create opportunities for people"
We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from disabled and minority ethnic candidates as they are currently under-represented within our organisation.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, we’d encourage you to submit your application as early as possible.
INDHP