At a Glance
- Tasks: Lead a team to resolve complaints and improve customer service.
- Company: Join Amplius, a leading housing provider making a real difference.
- Benefits: Enjoy a competitive salary, hybrid work, and great colleague benefits.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make an impact by improving services and supporting your team.
- Qualifications: Experience in customer service and complaint management is essential.
The predicted salary is between 40404 - 40404 £ per year.
Hybrid - Milton Keynes or Rushden
£40,404 per year
Permanent, Full-Time
Use your complaints experience to deliver a fair and responsive service that makes a real difference. As a Complaint Resolution Team Leader at Amplius, you'll support your team, manage complex complaints, and use customer feedback to improve services while ensuring compliance with the Housing Ombudsman's Complaint Handling Code.
Your week: 36.25 hours - Monday to Friday 9am to 5pm
Location: Hybrid, with a weekly presence in our Milton Keynes or Rushden office.
Snapshot of your role:
- Lead, coach, and support a team of Complaint Resolution Officers.
- Oversee complaints from start to finish, ensuring fair outcomes and regulatory timescales are met.
- Manage complex complaints and work with colleagues and external stakeholders to resolve issues.
- Monitor team performance, complete quality checks, and report on key performance measures.
- Use complaint trends and customer feedback to drive service improvements.
- Ensure all complaint handling meets the Housing Ombudsman's Complaint Handling Code and other regulatory requirements.
What you'll need to thrive in this role:
- Experience leading a team in a customer service or complaints environment, ideally within a regulated sector.
- Strong knowledge of the Housing Ombudsman's Complaint Handling Code and complaint handling processes.
- Experience managing complex complaints and improving service performance.
- Excellent communication, coaching, and relationship-building skills.
- Strong organisational, analytical, and problem-solving skills with a customer-focused approach.
Important - DBS clearance and the right to work in the UK are essential requirements for this role. We do not provide sponsorship.
Please read the attached Job Description before applying so you get the full scope of the role.
Closing: 11 August
Interviews in Milton Keynes: 26 August
Before the face-to-face interviews, shortlisted candidates will be asked to complete a short video interview activity. Candidates will have from 13 to 17 August to complete the activity.
We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.
If you have any questions, please contact the Amplius Talent Team and we'll be happy to assist you.
The Company: Amplius is one of the largest housing providers across the Midlands, East and Southeast of England. We own and manage more than 37,000 homes and deliver a range of quality services, including care and support, specialist housing and home ownership options. We're a team of over 1,300 colleagues driven to have a positive impact on people's lives and provide affordable homes that make a difference.
Complaint Resolution Team Leader employer: Amplius
At Amplius, we pride ourselves on being an excellent employer, offering a supportive team environment where our Estates Maintenance Operatives can thrive. With ongoing training and development opportunities, generous pension contributions, and the provision of a company van and equipment, we ensure our employees feel valued and equipped to make a real difference in the Milton Keynes community. Join us to enjoy a fulfilling role that not only enhances your skills but also contributes to creating attractive neighbourhoods.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Resolution Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Amplius. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Amplius before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaint Resolution Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Amplius:Your cover letter is your chance to shine! Tell us why you want to work at Amplius specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Amplius!
How to prepare for a job interview at Amplius
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
