Housing Complaints & Feedback Manager (temp: Manchester)

An exciting opportunity has emerged for a Complaints & Feedback Manager to join the housing department at one of Adecco's leading public sector clients, in a full time (35 hours each week, Monday to Friday) temporary role. This job is initially for 3-6 months, but may well get extended should the successful candidate perform well.

Based in Stretford in Manchester, this role is reporting directly into the Head of Customer Experience and is paying between 27.45- 29.12 per hour. This role is agile working but there is an expectation to be in the office for collaborative working, when needed.

You will directly line manage a Complaints & Feedback Lead, a Complaints and Feedback Advisor and a Customer Care Officer. You will provide a comprehensive, sensitive but effective complaint service for all service areas, working closely with internal and external stakeholders to investigate and resolve issues and provide satisfactory outcomes for the residents. You will promote the work of the Customer Experience Complaints Team across the organisation, with senior managers and staff in order to support the embedding of the policies and procedures within its remit across the day to day activities of the organisation.

Key elements of this role include:

• Leading a team acting as the first point of contact for the organisation with regards to comments, compliments, and complaints, managing the whole process from logging the issues and liaising with the services, residents, the Housing Ombudsman and partner agencies, to ensuring any agreed solutions are implemented.
• Providing consistent advice, support, training, guidance, and consultation to all staff, relevant agencies, external and internal organisations/stakeholders, and the community at large as required concerning comments, compliments, and complaints.
• Allocating work to the team and approving work outputs to meet priorities and deadlines; managing and monitoring outputs to meet quality and performance KPI's.
• Providing consistent leadership, advice, support, guidance, and consultation to staff as required. Being responsible and accountable for the management of all employees within the team in accordance with company policies and procedures.
• Leading a team to process the high volume of unplanned and often complex complaints that arise daily, ensuring they are correctly assessed, logged onto systems, risk assessed and prioritised, researched or allocated to relevant managers, monitored until concluded and then responded to within timescales.
• Preparing and producing comprehensive, case specific letters and reports on behalf of the company in response to complaints, Housing Ombudsman enquiries, and for a range of audiences including distressed service users and their families, Members, partner organisations, senior managers, and the Executive team.
• Leading on supporting the organisation to meet statutory and regulatory requirements by upholding Service Level Agreements in place to acknowledge, investigate and respond to concerns, and generating intelligence about complaints using qualitative and quantitative analysis to enable senior managers to identify potential trends, themes and causes of complaints, wherever possible.
• Working in collaboration with the Housing Ombudsman office in dealing with investigations into complaints relating to the company's service delivery and standards etc, providing swift and detailed reporting, data, and information to assist in complaint resolution.
• Providing intelligent analysis and written commentary on complaints and service improvements to senior managers in support of reflective practice and service development.
• Monitoring service improvements arising from complaints, audits and peer reviews, sharing best practice and benchmarking information to create a culture of continuous improvement.
• Building strong and effective relationships with internal teams and external partners.
• Working collaboratively across the company to improve the customer journey by analysing feedback.
• Ensuring quality control of complaints handling and responses with feedback given to residents, stakeholders, and colleagues
• Promoting a customer first culture and a policy of continuous improvement.
• Completion of the annual self-assessment against the HOS complaints code and report to Board

In addition, as the team manager you will be required to provide effective leadership and motivate team members to achieve high levels of performance and customer satisfaction, as well as support and coach colleagues and conduct quarterly coaching conversations ensuring appropriate training and qualifications are in place.

Applicants with a public sector background would be highly desirable, but this is not essential. Only applicants who are happy to work hybridly from our clients Stretford office in Manchester, can start on just 1-2 weeks' notice and who can interview in February 2025 need apply.