At a Glance
- Tasks: Lead and improve complaint handling in Housing Services for fair and timely responses.
- Company: Local authority in Surrey with a focus on community service.
- Benefits: Hybrid working, competitive pay of £400 a day, and impactful work.
- Other info: Opportunity to influence housing services and develop professionally.
- Why this job: Make a difference by enhancing resident experiences and driving service improvements.
- Qualifications: Experience in managing complaints and strong analytical skills required.
Our local authority client based in Surrey are urgently seeking an experienced Housing Complaints Resolution Manager.
- Hybrid working - 2 days a week on site
- £400 a day Umbrella
- Role Purpose
The Complaints Lead is responsible for leading and continuously improving complaint handling arrangements across Housing Services.
The postholder will oversee the effective management of Stage 1 Complaints, Stage 2 Complaints and Members' Enquiries, ensuring residents receive fair, timely, professional and customer-focused responses.
The role acts as the principal lead for complaint handling, working across Housing Services, the Complaints Lead will ensure compliance with the Housing Ombudsman Complaint Handling Code, drive service improvement through resident feedback and provide assurance that complaint handling arrangements are effective, transparent and outcome focused.
Essential Knowledge and Experience
- Significant experience of managing complaints, investigations or customer feedback within housing, local government or a regulated environment.
- Experience of handling complex Stage 1 Complaints, Stage 2 Complaints and Members' Enquiries.
- Experience of analysing performance data and identifying service improvement opportunities.
- Experience of producing reports and presenting information to senior leaders or governance forums.
- Experience of developing policies, procedures and quality assurance arrangements.
- Experience of working with regulatory frameworks and external scrutiny bodies.
Essential Skills
- Excellent complaint investigation and resolution skills.
- Strong report-writing, Power Point and written communication skills.
- Excellent stakeholder management and influencing skills.
- Strong analytical and problem-solving ability.
- Ability to identify trends and translate insight into improvement actions.
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
Housing Complaints Resolution Manager in Guildford employer: 4Recruitment Services
4Recruitment Services is an excellent employer, offering a supportive work culture that prioritises the well-being of its employees while providing essential transport services to the community. With opportunities for professional growth and development, particularly in the rewarding field of accessible transport, employees can make a meaningful impact in the lives of children and adults in Islington. The flexible working hours and competitive pay rate further enhance the appeal of this role, making it a great choice for those seeking fulfilling employment.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Complaints Resolution Manager in Guildford
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We think you need these skills to ace Housing Complaints Resolution Manager in Guildford
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for 4Recruitment Services and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at 4Recruitment Services
✨Get to Know Public Sector Values
Before your interview with 4Recruitment Services, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
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The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
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