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This job advert has expired and applications have closed.
Complaints Lead - Birmingham, West Midlands County
| Posting date: | 14 April 2025 |
|---|---|
| Salary: | £54,829 per year |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 27 April 2025 |
| Location: | Birmingham, West Midlands County, B16 8TP |
| Company: | Housing 21 |
| Job type: | Permanent |
| Job reference: | 1097407 |
Summary
Hours: Full time - 35 hours per week/ 70 hours over two weeks (nine-day fortnight)
Looking for a role with real purpose that impacts on the lives of residents ?
We’re seeking an experienced, passionate and dedicated professional to lead our complaints team. The team is focussed on responding to residents complaints in an empathetic, timely, efficient and effective way, deliver outstanding customer service and learning lessons to continually improve our services.
You will have experience of working in a complaints environment and bring a thorough understanding of the Housing Ombudsman Complaint Handling Code and all the requirements contained within it.
You’ll lead our complaints team, driving a customer focussed, high performing culture, you will be the subject matter expert for escalations and queries. Working in collaboration with stakeholders and the Housing Ombudsman you’ll build strong, effective working relationships.
Developing best practise approaches, you will have a continuous improvement mindset, striving to embed lessons learnt from complaints. A passion for data is a must, producing and analysing data to identify themes and make service improvements.
There are 2 roles available aligned to either our Retirement Living or Extra Care operational teams.
Curious to know more? If you’re looking for an opportunity where you can make a real difference at an organisation with a strong social purpose, take a look at the job description for further details.
What we are looking for:
Excellent communication skills including the ability to demonstrate empathy, impartiality and tact.
Ability to recognise the needs of the complainant, including any vulnerabilities and reasonable adjustments.
Ability to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.
Experience of complaint handling within a social housing setting
Thorough understanding of the Housing Ombudsman Complaint Handling Code
Previous experience of making a positive impact in a frontline customer environment
Working to tight deadlines, managing own workload and priorities.
Closing date for applications 27 April, with interviews taking place 2 May
Due to the nature of this role this advert may close earlier than the closing date listed if sufficient applications have been received. Please apply early to avoid disappointment.
Looking for a role with real purpose that impacts on the lives of residents ?
We’re seeking an experienced, passionate and dedicated professional to lead our complaints team. The team is focussed on responding to residents complaints in an empathetic, timely, efficient and effective way, deliver outstanding customer service and learning lessons to continually improve our services.
You will have experience of working in a complaints environment and bring a thorough understanding of the Housing Ombudsman Complaint Handling Code and all the requirements contained within it.
You’ll lead our complaints team, driving a customer focussed, high performing culture, you will be the subject matter expert for escalations and queries. Working in collaboration with stakeholders and the Housing Ombudsman you’ll build strong, effective working relationships.
Developing best practise approaches, you will have a continuous improvement mindset, striving to embed lessons learnt from complaints. A passion for data is a must, producing and analysing data to identify themes and make service improvements.
There are 2 roles available aligned to either our Retirement Living or Extra Care operational teams.
Curious to know more? If you’re looking for an opportunity where you can make a real difference at an organisation with a strong social purpose, take a look at the job description for further details.
What we are looking for:
Excellent communication skills including the ability to demonstrate empathy, impartiality and tact.
Ability to recognise the needs of the complainant, including any vulnerabilities and reasonable adjustments.
Ability to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.
Experience of complaint handling within a social housing setting
Thorough understanding of the Housing Ombudsman Complaint Handling Code
Previous experience of making a positive impact in a frontline customer environment
Working to tight deadlines, managing own workload and priorities.
Closing date for applications 27 April, with interviews taking place 2 May
Due to the nature of this role this advert may close earlier than the closing date listed if sufficient applications have been received. Please apply early to avoid disappointment.