The vacancy
Are you an experienced People Manager who has expertise in working in a highly regulated environment, either in complaints, compliance or a related field? Are you keen to ensure that the customer voice is at the heart of every decision we make? If so, our Complaints Manager role could be the perfect job for you…
Longhurst Group is a leading housing Group across the Midlands & East of England, committed to enhancing communities and improving the lives of both our colleagues and customers. With a mission to provide quality, safe, affordable housing that build great foundations for our customers, our Complaints team are critical to ensuring the customer is at the heart of everything we do and using their voice to drive our service improvements.
As a Complaints Manager at Longhurst Group, you will provide clear leadership and direction to the Complaints Team, ensuring a high-quality complaints service is delivered ensuring service standards and targets are achieved in line with the Housing Ombudsman Complaint Handling Code. Further key responsibilities are listed below:
1. Lead the continuous improvement of complaints handling, ensuring we receive, respond and resolve complaints in a customer centric way and in accordance with the new Housing Ombudsman Complaint Handling Code and other regulatory requirements.
2. Manage the Team Leaders, ensuring a performance driven culture is in place with the customer at the heart of all actions by setting measurable and deliverable objectives, managing performance through 1-2-1’s and performance reviews, and embedding a team culture driven by the customer voice.
3. Responsible for producing performance reports based on complaint volumes, trends, performance against mandatory targets and lessons learnt.
4. Collaborate with internal colleagues and contractors to enhance the services we provide to improve the customer journey.
In order to be successful in application for our Complaints Manager role, you will have proven management experience with the ability to manage multiple tasks and meet deadlines. Holding strong knowledge and understanding of regulatory requirements, alongside strong, solution focused and inspirational leadership skills are also a must. You will also have excellent communication and presentation skills.
Our Complaints Manager role operates in a hybrid capacity, contracted to 36.25 hours per week. To us, this means a minimum of 1 day per week in our Rushden office for collaboration with colleagues across the Group, with the remainder of the week working from home (subject to business needs - we are open to discussion around how this is built into working weeks). A large portion of our Management Team also work in a hybrid nature, working across our Rushden and Boston offices on a weekly basis.
What you receive from us
5. A competitive 28-day annual leave entitlement plus bank holidays (pro-rata for part time)
6. Pension Scheme with contributions matched by us up to 8.5%
7. Life Cover of three times your annual salary (as part of pension scheme membership)
8. Membership of our Health Care Cash Plan including Employee Assistance programme and DoctorLine
9. Access to a range of discounts, including Blue Light and B&Q Tradepoint Cards
10. Free access to financial education service, supporting with personalised financial information on a range of topics such as mortgages, retirement planning, pensions, saving and investments, insurance and will writing
11. Free Eye Tests
12. Free flu vaccinations
13. Investment in your personal development through our extensive learning and development opportunities.
14. Professional subscription for membership fees relating to your role, paid for by us
15. Family friendly, carers leave plus other paid leave
16. Long Service Awards
17. Carers Networking Group and resources to support Unpaid Carers