Complaint Lead

Complaints Lead (Stage 1)

Pay Rate: £16.23 per hour PAYE / £20.51 Umbrella Location: Pitsea (Hybrid - 3 days in office, 2 days from home) Job Type: Temporary (3 Months Contract)

We are seeking a dedicated Complaints Lead to manage and resolve resident complaints effectively, ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code. This role is pivotal in promoting a positive complaint-handling culture and maintaining robust relationships with residents.

Day-to-day of the role:

• Conduct thorough investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Collaborate closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure all complaint-handling activities comply with the Housing Ombudsman Complaint Handling Code and other regulatory requirements.
• Document all complaint-related interactions in the CRM system, maintaining transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

Required Skills & Qualifications:

• Proven experience in a similar role within a contact centre or customer service environment.
• Preferred experience in social housing or a similar public sector service environment.
• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Strong organisational and time management skills, with the ability to meet SLAs.
• Proficiency in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience working in a complaint setting.
• In-depth knowledge of the Housing Ombudsman Complaint Handling Code.
• Customer-focused, with a passion for delivering excellent resident service and improving the resident experience.
• Adaptable and flexible, able to operate in a dynamic environment with competing priorities.
• Resilient and composed, especially when managing escalated or complex resident issues.

To apply for the Complaints Lead position, please submit your CV detailing your relevant experience.