Exciting Opportunity for a Complaints Manager
Working with a Large Housing group in NW London
Long term contract to permanent
Managing a team of 6 complaints officers
Hybrid Position
The role will involve monitoring KPIs (key performance indicators) and working to improve relationships between operational teams and clients/customers to meet or exceed contractual KPIs and internal SLAs for operational performance.
Experience driving customer service best practice and complaint resolution is essential. The ideal candidate will have the ability to motivate a team with clear direction and leadership, possess strong people management skills, and be able to build and nurture strong working relationships with colleagues and clients. Advanced IT skills, including planning software, are also required.
Essential:
* Knowledge of Health & Safety legislation and statutory requirements in relation to the role.
* Good understanding of Social Housing Building Maintenance and customer satisfaction.
Other key duties include:
* Monitoring quality, ensuring reporting systems are fully up to date and auditable, and that the correct procedures have been followed.
* Liaising with Supervisors on a day-to-day basis to eliminate any issues that may lead to repairs running over deadline.
* Monitoring performance dashboard to ensure the schedulers are achieving their utilization targets and taking appropriate and timely action where targets may be missed.
* Providing leadership to the team through effective coaching, mentoring, 121s, and team meetings.
* Ensuring team members understand their roles and areas of responsibility.
Desirable for candidates:
* Excellent communication skills.
* Strong interpersonal skills working with people at all levels.
* Analytical skills to interpret data and monitor trends.
* Strong customer focus and excellent telephone manner.
* Leadership skills and the ability to motivate and develop staff.
This role will be supporting new processes and working closely with management to achieve a strong and happy environment across the board.
If you would like to be considered, please submit a CV or call 02073487000.
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