Position: Customer Complaints and Insight Team Leader - Housing
Location: East London
Salary: £48.61 per hour
Type: Temporary (12 weeks)
Location: East London
Salary: £48.61 per hour
Type: Temporary (12 weeks)
The Role
We are looking for an experienced and customer-focused Team Leader to manage a Customer Complaints and Insight function.
Key Responsibilities
- 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 Requirements
- 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
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