Complaints Lead
| Dyddiad hysbysebu: | 29 Mawrth 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 28 Ebrill 2025 |
| Lleoliad: | London, London |
| Cwmni: | Riverside |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 4244 |
Crynodeb
Job Title: Complaints Lead
Contract Type: permanent
Salary: £49,293 per annum
Working Hours: 35 hours per week
Working Pattern: Monday - Friday
Location: London / Hybrid
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 Complaint Lead
The Complaints Lead (CL) will be accountable for a team of complaints professionals, ensuring they are delivering against all objectives and performance measures and providing complaint resolution service to customers ensuring an empathetic approach at point of contact. Ideally in this role you will be support the Complaints Operations Manager to actively & visibly champion the customer and embed a coaching & performance culture across the team, also to maximise team productivity, quality of service and customer satisfaction through an innovative approach.
About you
We are looking for someone with:
• Knowledge of the Housing Ombudsman’s complaint handling code.
• Customer first ethos and the ability to elicit customer needs quickly and deliver to those needs, were possible.
• Excellent coaching skills with the ability to drive performance
• Experience of complaint handling
• Knowledge of identifying service improvements as a result of feedback, service failures and complaints
• Experience of liaising and working with senior colleagues of all levels
• Experience of managing and developing a new team
• Provision of providing high quality business focused 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.
Applications may close before the deadline, so please apply early to avoid disappointment.