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- Tasks: Lead the Customer Complaints process and support your team to enhance customer satisfaction.
- Company: Join a local authority in South London dedicated to improving community services.
- Benefits: Earn £62 an hour with opportunities for skill development and impactful work.
- Why this job: Make a real difference by improving customer experiences and promoting equality and inclusion.
- Qualifications: Experience in customer service and leadership is essential; passion for helping others is a plus.
- Other info: Flexible working options may be available; apply now to shape the future of customer service!
Our local authority client based in South London are urgently seeking an experienced Customer Complaints and Insight Team Leader.
The job holder will:
- 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 Responsibilities:
- 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
Please apply with your updated CV ensuring that any gaps in employment are explained.
At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy will have been unsuccessful.
Contact Detail:
4Recruitment Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints and Insight Team Leader
✨Tip Number 1
Familiarise yourself with the NEC complaints module and its reporting functions. Understanding how to effectively utilise this tool will not only help you in the role but also demonstrate your proactive approach during interviews.
✨Tip Number 2
Research the current trends in customer complaints and resolutions within local authorities. Being knowledgeable about recent developments can give you an edge in discussions and show your commitment to improving customer experience.
✨Tip Number 3
Network with professionals in the field of customer service and complaints management. Engaging with others can provide insights into best practices and may even lead to referrals or recommendations for the position.
✨Tip Number 4
Prepare examples of how you've successfully led teams or improved processes in previous roles. Being able to share specific instances where you've made a positive impact will strengthen your candidacy.
We think you need these skills to ace Customer Complaints and Insight Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer complaints management and team leadership. Use specific examples that demonstrate your ability to meet KPIs and improve customer satisfaction.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities outlined in the job description. Emphasise your experience with complaint processes, stakeholder engagement, and your commitment to equality, diversity, and inclusion.
Highlight Relevant Skills: In your application, focus on skills such as data analysis, report writing, and team development. Mention any experience with NEC systems or similar complaint management tools, as this will be beneficial.
Explain Employment Gaps: If you have gaps in your employment history, be sure to explain them clearly in your CV. This shows transparency and helps the employer understand your career journey better.
How to prepare for a job interview at 4Recruitment Services
✨Understand the Complaints Process
Make sure you have a solid grasp of the complaints process and how it aligns with KPIs. Be prepared to discuss your experience in leading similar processes and how you've successfully managed customer complaints in the past.
✨Showcase Your Leadership Skills
As a team leader, it's crucial to demonstrate your ability to lead and support others. Share examples of how you've developed team members' skills and fostered a positive working environment that promotes equality, diversity, and inclusion.
✨Prepare Insightful Reports
Since providing insight reports is part of the role, be ready to discuss how you've used data to inform decision-making. Bring examples of reports you've created and how they influenced improvements in customer service or organisational performance.
✨Engage with Stakeholders
Highlight your experience in building relationships with various stakeholders, including Councillors and MPs. Prepare to discuss how you've effectively communicated insights and collaborated with others to enhance customer satisfaction.
