Customer Complaints and Insight Team Leader - Housing
| Posting date: | 04 July 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £12.21p/h |
| Hours: | Full time |
| Closing date: | 03 August 2025 |
| Location: | Sutton, London |
| Remote working: | On-site only |
| Company: | The Sunrise Recruitment Ltd |
| Job type: | Temporary |
| Job reference: | OR7749 |
Summary
job holder will:
Lead and administer the Complaints process to meet all KPI’s
Lead and support the Customer Resolutions Co-ordinator/s
Ensure the NEC complaints module is fully utilised, including the reporting function
Provide insight reports to various stakeholders, Board, EMT and the Client
Work in partnership with the London Borough of Sutton Complaints Team
Identify improvements that will improve the customer experience or organisational performance
Ensure that the Customer Resolutions Co-ordinator/s are adhering to SHP policies and business processes
Increase customer satisfaction with the outcome of complaints and handling of complaints
Ensure that team members are continually developing their skills and knowledge to understand customers needs and how to service them
Lead and exercise behaviours that promote equality diversity and inclusion
Develop positive working relationships with Councillors, MPs and the Housing Ombudsman
Key Responsibilities:
Responsible for the Customer Resolutions Policy and Process, and annual review of the policy
Carry out annual review of the Housing Ombudsman self-assessment
Lead the Customer Service Excellence accreditation
Manage and administer the Complaints Process, Councillor and MP enquiries
Manage complaints with the Housing Ombudsman
Manage/Lead the Customer Resolutions Co-ordinator(s)
Provide regular reports on performance, EDI and trends using data from NEC including the Board, Performance Committee and Executive Management Team
Analyse customer feedback, including complaints data to provide insight and identify opportunities for improvement
Oversee service improvement from customer feedback and complaints and sector learning from the Housing Ombudsman determinations
Deliver resident engagement and outreach initiatives based on complaints insight to shape service delivery including Equality,diversity and inclusion
Key Outcomes:
A reliable and open complaints process meeting all stakeholder requirements
Lead and administer the Complaints process to meet all KPI’s
Lead and support the Customer Resolutions Co-ordinator/s
Ensure the NEC complaints module is fully utilised, including the reporting function
Provide insight reports to various stakeholders, Board, EMT and the Client
Work in partnership with the London Borough of Sutton Complaints Team
Identify improvements that will improve the customer experience or organisational performance
Ensure that the Customer Resolutions Co-ordinator/s are adhering to SHP policies and business processes
Increase customer satisfaction with the outcome of complaints and handling of complaints
Ensure that team members are continually developing their skills and knowledge to understand customers needs and how to service them
Lead and exercise behaviours that promote equality diversity and inclusion
Develop positive working relationships with Councillors, MPs and the Housing Ombudsman
Key Responsibilities:
Responsible for the Customer Resolutions Policy and Process, and annual review of the policy
Carry out annual review of the Housing Ombudsman self-assessment
Lead the Customer Service Excellence accreditation
Manage and administer the Complaints Process, Councillor and MP enquiries
Manage complaints with the Housing Ombudsman
Manage/Lead the Customer Resolutions Co-ordinator(s)
Provide regular reports on performance, EDI and trends using data from NEC including the Board, Performance Committee and Executive Management Team
Analyse customer feedback, including complaints data to provide insight and identify opportunities for improvement
Oversee service improvement from customer feedback and complaints and sector learning from the Housing Ombudsman determinations
Deliver resident engagement and outreach initiatives based on complaints insight to shape service delivery including Equality,diversity and inclusion
Key Outcomes:
A reliable and open complaints process meeting all stakeholder requirements