Complaint Lead

Reed

Posted 2 days ago, valid for a day

Basildon, Essex SS132AZ, England

£15.84 per hour

Part Time

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Complaint Lead

Hourly Rate: £15.84 PAYE
Location: Pitsea, Essex
Job Type: Hybrid, Ongoing Temporary, full time Mon to Fri

We are seeking a Complaint Lead to join our team in a crucial role that focuses on thoroughly, efficiently, and effectively investigating and resolving complaints raised by residents. This position ensures fair resolution while adhering to the guidelines outlined in the Housing Ombudsman Complaints Handling Code. The role is instrumental in fostering a positive complaint handling culture, driving service improvements, and maintaining positive landlord-resident relationships.

Day-to-day of the role:

Conduct thorough investigations into complaints raised by residents, ensuring all issues are addressed promptly and effectively.
Work closely with various departments to gather information and resolve complaints in accordance with the Housing Ombudsman Complaints Handling Code.
Communicate effectively with residents to keep them informed throughout the complaint process and ensure their concerns are understood and addressed.
Identify trends in complaints to help drive improvements in services and complaint handling processes.
Maintain detailed records of all complaints and resolutions to ensure transparency and accountability.
Participate in training and development activities to enhance personal skills and improve overall complaint handling performance.

Required Skills & Qualifications:

Proven experience in complaint handling or a similar role, preferably within a housing association or related sector.
Strong understanding of the Housing Ombudsman Complaints Handling Code and related regulations.
Excellent communication and interpersonal skills, with the ability to handle sensitive situations diplomatically.
Strong problem-solving skills and the ability to make decisions under pressure.
Proficiency in using computer systems and databases to manage and track complaints.
Ability to work independently and as part of a team.

Benefits:

Flexible hybrid working arrangement.
Opportunity to contribute to significant service improvements.
Involvement in a role that directly impacts resident satisfaction and community well-being.

To apply for this Complaint Lead position, please submit your CV