Complaints Manager

An exciting opportunity has arisen for an enthusiastic person to take on the role of Complaints and Information Manager for our local authority business based in NW9. We are looking for a highly motivated person with initiative and the ability to work flexibly in a dynamic environment. It is an interesting and sometimes challenging role and is certainly never dull.

£24 per hour
Office based- NW9
Full time- 37 hours per week- Monday to Friday
3 month temporary assignment- potential to extend

Day to day: You will provide support and advice to colleagues across the business who investigate and respond directly to complaints and members' enquiries. Reporting to the Director of Strategy, you will help to shape and influence our culture of providing excellent customer service with a focus on all areas of our diverse business, including social housing and adult social care. You will work closely and build relationships with colleagues, customers, and stakeholders in your role providing a comprehensive complaints and information requests service. You will manage our team of Complaints and Information Officers, providing leadership and coaching to ensure and maintain high performance and standards within the team. You will work closely with senior officers and other colleagues in the business, as well as important stakeholders including local councillors and MPs and their case workers.

What will you bring? We are looking for someone with the right attitude and commitment who will help us to achieve our vision of our customers being our biggest advocates. To excel in this exciting role, you will be able to demonstrate a passion for excellent customer service, and be motivated, proactive, and professional. You will have the necessary strong interpersonal, organisation, and communication skills to be able to balance varied tasks across a diverse workload. We are looking for someone who is experienced in customer service, information rights, and complaints handling, and has performed a leadership role in these areas with great success previously.

Essential criteria:

• Experience of using QL, our housing management system, and SharePoint, our CRM.
• Have excellent verbal and written communication skills;
• Have an empathetic yet objective approach;
• Have the ability to work collaboratively and effectively as part of a team;
• Have persistence, determination, and good common sense;
• Have the ability to work well under pressure and meet strict deadlines;
• Have analytical thinking skills and the ability to make a compelling case for any recommendations you identify.

If you have strong team management and customer service skills, apply today!

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.