Complaints Team Leader - Andover

Complaints Team Leader – Andover, SP10 4FB, United Kingdom

Are you passionate that customers receive great customer service? Sometimes things do go wrong and sometimes there are complaints and as one of our Complaints Team Leaders, you can really make a difference about what happens next.

What you’ll be doing

You’ll be leading a team of up to 6 Complaints Officers who work in a centralised team, ensuring complaints are managed in line with our complaints policy and procedure. You’ll be an escalation point and you’ll work with those more complex cases.

The team are a central point of contact for our customers and provide a great service to both customers and colleagues to reach a complaint resolution. You’ll be responsible for assuring that we work within our policy and that processes are reviewed to ensure we’re always providing the right outcomes.

You’ll build great relationships within the business, helping to support investigating managers to get to the bottom of what went wrong. You’ll then use this knowledge to identify learning and will help implement process change to support continual improvement.

We’re a member of the Housing Ombudsman Scheme and we’re committed to its Complaint Handling Code. This means customers can be reassured that if we can’t resolve their complaint there’s an independent body who can assess this for them, and you will support this by preparing the cases for investigation.

About you

You will ideally come to the role with experience in complaint handling and experience or the potential to lead a team. This may be your first leadership experience, but you will already enjoy demonstrating best practice through coaching and mentoring.

You will have experience of being able to work under pressure, with excellent oral and written communication skills, dealing sensitively with challenging situations and individuals with varying needs. With a creative approach to problem solving and being able to influence or negotiate decision making, you will be passionate about reaching complaint resolution whilst identifying learning opportunities to improve the services we provide.

Understanding that providing time and support to colleagues to better equip them for complaint resolution will be key to the role. You’ll be seen as a ‘go to’ person for support and guidance.

This is a hybrid working role so having a full UK driving licence and access to a vehicle to travel to office locations is required. Our operating regions cover Hampshire, Wiltshire, Somerset, Dorset, Devon, Cornwall and London. The team do come together for team meetings, so you’ll be ideally based in the South West.

What’s in it for me

We invest in our colleagues because we know if they have a better day at work, the service our customers receive will be better. The Aster Offer is our offer to our colleagues to ensure they have a great day at work and includes things like:

• Flexible working – whilst some roles need to be carried out in a specific place at a specific time, where possible we encourage our colleagues to work to their own schedule at a location that suits them, their team and our business’ needs.
• A focus on colleague wellbeing – workshops, an employee assistance programme offering counselling and support, mental health training and a health cash plan
• We invest in colleagues’ careers and development through our leader and colleague development frameworks
• Defined Contribution Pension and attached life assurance
• Volunteering hours available to all colleagues to enable them to give back
• Savings at cinemas, gyms, holidays, days out, various shops and eateries and lots more
• Enhanced leave
• We celebrate colleagues who go above and beyond with a range of personalised recognition initiatives

Ready to apply?

To apply, please use information provided in the advert and role profile to let us know why you’d be good for the job. Please submit a copy of your up-to-date CV along with a supporting statement.

We create an inclusive workplace that promotes and values diversity and believe that creating an environment where everyone, from any background, can do their best work is the right thing to do.

At present all interviews are being held using Microsoft Teams.

Aster is not a sponsorship organisation and all candidates will be required to verify their right to work in the UK prior to commencement of employment with the Aster Group & it’s subsidiary brands.