Head of Complaints
| Dyddiad hysbysebu: | 21 Awst 2024 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 20 Medi 2024 |
| Lleoliad: | United Kingdom, Hybrid |
| Cwmni: | Riverside |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 3236 |
Crynodeb
Job Title: Head of Complaints
Contract Type: Permanent
Salary: £81,390 (£89,958 is achieved 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern: Hybrid
Location: UK Wide with the expectation of regular travel between Liverpool and London.
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as the Head of Complaints
The Head of Complaints is a critical role within the organisation and you will be accountable for the governance of complaint handling, mitigation of reputational risk, compliance against the Housing Ombudsman and our performance against the relevant Tenant Satisfaction measures.
The role will require you to own the relationship with The Housing Ombudsman, ensuring that we provide quality information and respond within timescales, and apply any learning / carry out any required activities.
You will be working across the business to support and manage key projects that drive improvements to our complaint handling and customer satisfaction, with a primary focus on creating a culture that drives accountability and collective responsibility.
Furthermore, you will provide our Executive Team and Governance Community with assurance that we are learning from complaints and ensure that we keep customers informed about how we have changed our service delivery as a result of their feedback.
This is a high-profile role which requires gravitas, strategic thinking and strong leadership.
About you
This is a pivotal role within Riverside so we are looking for someone who has experience of successfully leading, managing, and motivating teams at a senior level including managing team performance to achieve targets. Furthermore, we are looking for someone who has evidence of managing a large casework operation to high quality standards, delivering efficiency, impact and high levels of customer service.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
· Competitive pay & generous pension
· 28 days holidays plus bank holidays
· Flexible working options available
· Investment in your learning, personal development and technology
· A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
· Act as the strategic lead for the Group in complaint resolution, delivering a ‘best in class’ service for our customers which demonstrates care and empathy, and which rebuilds trust with the organisation.
· Be accountable on behalf of the Group for meeting the Complaints Handling Code, ensuring that we have the necessary controls in place to provide assurance around the timeliness and quality of our service.
· Embed a positive complaint handling culture, that creates collective responsibility for complaints, through collaboration and the removal of “blaming others” as per the code.
· Manage the relationship with The Housing Ombudsman and be accountable for providing high quality information as required, and for ensuring that we act on determinations. Own and drive the continuous improvement plan, holding business areas accountable.
· Develop and inspire the Complaints Function, achieving high colleague engagement scores and embedding a culture of customer service excellence. Set clear and relevant targets for the team, managing performance to achieve a high standard, using quality assurance and data analysis to identify and address areas of underperformance.
· Own the policies and procedures relevant to the complaints function, ensuring that processes, procedures and associated documents are maintained, to ensure compliance with regulatory requirements and legislation, to reflect changes in the operating environment and to drive improvements.
· Produce high quality, accurate, concise and informative reports and presentations for a range of stakeholders, including the Executive Team and the governance community, identifying trends, and areas of focus for service improvement.
· Contribute to and /or own and deliver plans and strategies in line with corporate frameworks, such as Risk Registers, Business Continuity Plans, Service Improvement plans etc.
· Ensure that all activities are carried out in accordance with the Group’s information security requirements and data protection legislation, specifically in respect of the retrieval, storage, retention, sharing and destruction of information.
· Ensure that all statutory and Group Health and Safety requirements are adhered to when carrying out duties.
· Represent the Group externally and deputise for the Director of Customer Contact & Resolution as required.
Person specification
Knowledge, Skills and Experience
Essential
· Experience of successfully leading, managing, and motivating teams at a senior level including managing team performance to achieve targets.
· Proven ability to think and plan strategically, with a track record of developing a key service provision within a complex multi-site organisation.
· Evidence of effective senior stakeholder management, both internally and external to the organisation.
· Up to date knowledge of legislation, regulations and standards relating to social housing, and the Housing Ombudsman
· Proven ability to deliver cultural change and continuous improvement in a large multi-site organisation
· Evidence of being results driven with strong analytical skills, demonstrable ability to identify trends and systemic issues, and experience of providing meaningful management information.
· Customer focused with excellent written and verbal communication skills with the ability to work at all levels within the business.
· Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
Desirable
· Experience of dealing with complaints in a property services environment
· Evidence of continued professional development
· Membership of a relevant professional organisation