Complaints Manager

Cross Keys

20h • Hybrid

About The Position

This is an exciting opportunity to join our complaints team. Complaints Managers are tasked to investigate and improve our services when residents tell us they are unhappy. As we continue to listen and respond to the needs of our residents, we strive to resolve problems quickly and fairly so we have a dedicated team to this important part of our operational service to ensure parity and consistency. We are seeking an experienced housing professional to join the team to deliver this service, with the overall purpose of, Providing a professional, responsive and complaint resolution service to residents, ensuring an empathetic approach at point of contact. Delivering a customer centered approach to the handling of feedback and complaint resolution. Having an individual autonomy and freedom to solve resident problems or concerns. Providing responsive, supportive and thorough investigations to all feedback and complaints. Ensuring all investigations are in line with the appropriate policy and procedures that are in place. Developing performance information, insights and understanding into the causes for resident feedback and identifying areas for improvement based on learning.

Requirements

• Experienced housing professional
• Commutable within 1 hour of Peterborough
• Clean driving licence
• Suitably insured vehicle

Responsibilities

• Providing a professional, responsive and complaint resolution service to residents, ensuring an empathetic approach at point of contact.
• Delivering a customer centered approach to the handling of feedback and complaint resolution.
• Having an individual autonomy and freedom to solve resident problems or concerns.
• Providing responsive, supportive and thorough investigations to all feedback and complaints.
• Ensuring all investigations are in line with the appropriate policy and procedures that are in place.
• Developing performance information, insights and understanding into the causes for resident feedback and identifying areas for improvement based on learning.

Benefits

• A great pension scheme: we will double your contribution up to a maximum of 10%, plus Life Cover.
• Generous annual leave entitlement starting at 25 days, increasing with length of service, plus bank holidays.
• Flexible family-friendly and carers’ policies, offering a range of paid and unpaid leave options.
• Enhanced maternity and paternity pay.
• CKH Rewards benefits platform, including cashback on purchases, instant vouchers and reloadable gift cards.
• Westfield Health, providing access to a range of benefits such as 24-hour DoctorLine, Employee Assistance Programme, and money back for glasses and dental treatment (after probation).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed