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- Tasks: Lead the Customer Complaints process and support your team to enhance customer satisfaction.
- Company: Join a dynamic local authority in South London focused on improving community services.
- Benefits: Enjoy competitive pay of £62 an hour and opportunities for professional development.
- Why this job: Make a real impact by enhancing customer experiences and promoting equality and inclusion.
- Qualifications: Experience in customer service and leadership is essential; strong communication skills are a must.
- Other info: Work closely with local Councillors and stakeholders to drive positive change.
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
Customer Complaints and Insight Team Leader employer: 4Recruitment Services
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 demonstrate your technical skills but also show your commitment to improving the complaints process.
✨Tip Number 2
Network with professionals in the local authority sector, especially those who have experience in customer complaints management. Engaging with them can provide you with valuable insights and potentially lead to referrals or recommendations.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer satisfaction in previous roles. Highlighting your achievements in enhancing customer experiences will set you apart from other candidates.
✨Tip Number 4
Research the London Borough of Sutton's current complaints processes and any recent changes or challenges they may be facing. This knowledge will allow you to tailor your approach and demonstrate your proactive attitude during interviews.
We think you need these skills to ace Customer Complaints and Insight Team Leader
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Customer Complaints and Insight Team Leader position. Make note of key responsibilities and required skills, as these will guide your application.
Tailor Your CV: Customise your CV to highlight 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 Compelling Cover Letter: Write a cover letter that addresses how your background aligns with the role. Mention your experience with complaint processes, stakeholder engagement, and any familiarity with NEC systems or similar reporting tools.
Showcase Leadership Skills: In both your CV and cover letter, emphasise your leadership abilities. Provide examples of how you've developed team members' skills and fostered a culture of equality, diversity, and inclusion in previous roles.
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 met targets in the past.
✨Showcase Leadership Skills
As a team leader, it's crucial to demonstrate your leadership abilities. Share examples of how you've supported and developed team members, particularly in handling customer complaints and improving their skills.
✨Prepare Insightful Reports
Familiarise yourself with the types of insight reports that stakeholders expect. Be ready to discuss how you've previously provided valuable insights and recommendations based on data analysis to improve customer satisfaction.
✨Emphasise Collaboration
Highlight your experience working in partnership with other teams or organisations. Discuss how you've built positive relationships with stakeholders, such as Councillors and the Housing Ombudsman, to enhance service delivery.
