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- Tasks: Lead a new team to resolve resident complaints with empathy and professionalism.
- Company: CKH is dedicated to improving services based on resident feedback.
- Benefits: Enjoy a competitive salary, car allowance, and flexible remote work options.
- Why this job: Join a passionate team focused on making a real difference in residents' lives.
- Qualifications: Experience in housing and a clean driving licence are essential.
- Other info: Apply early; we may close applications if we find the right candidate!
This is a remote working role with the requirement to visit tenants and head office as necessary, you MUST be commutable within 1 hour of Peterborough, with a clean driving licence and suitably insured vehicle.
CKH are really pleased and excited to announce the formulation of a brand new team to investigate and improve our services when residents tell us they are unhappy. As we continue to listen and respond to the needs of our residents, we strive to resolve problems quickly and fairly so we are dedicating a team to this important part of our operational service to ensure parity and consistency.
We are seeking 3 x experienced housing professionals to deliver this service, with the overall purpose of:
- Providing a professional, responsive and complaint resolution service to residents, ensuring an empathetic approach at point of contact.
- Delivering a customer centered approach to the handling of feedback and complaint resolution.
- Having an individual autonomy and freedom to solve resident problems or concerns.
- Providing responsive, supportive and thorough investigations to all feedback and complaints.
- Ensuring all investigations are in line with the appropriate policy and procedures that are in place.
- Developing performance information, insights and understanding into the causes for resident feedback and identifying areas for improvement based on learning.
If you think you have what we are looking for and want to be a part of this new team then apply today. You should know that if we find a great candidate before the closing date we reserve the right to close the campaign so don't leave it until the last minute to apply!
DBS Checks will be undertaken for successful applicants.
Complaints Manager (3 x positions) employer: Cross Keys Homes
Contact Detail:
Cross Keys Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager (3 x positions)
✨Tip Number 1
Familiarise yourself with the specific complaints handling procedures and policies relevant to the housing sector. This knowledge will not only help you understand the role better but also demonstrate your commitment and readiness to tackle the challenges of the position.
✨Tip Number 2
Network with current or former employees in similar roles to gain insights into the day-to-day responsibilities and challenges they face. This can provide you with valuable information that you can use to tailor your approach during interviews.
✨Tip Number 3
Prepare examples from your past experience where you've successfully resolved complaints or improved customer satisfaction. Being able to share these stories will showcase your skills and align with the empathetic approach the role requires.
✨Tip Number 4
Stay updated on current trends and best practices in complaint management within the housing sector. This will not only enhance your understanding but also allow you to discuss innovative ideas during your interview, setting you apart from other candidates.
We think you need these skills to ace Complaints Manager (3 x positions)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements of the Complaints Manager position. Tailor your application to highlight how your experience aligns with their needs.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and complaint resolution. Use specific examples from your past experiences to demonstrate your skills in handling complaints empathetically and effectively.
Highlight Relevant Experience: In your CV, emphasise your previous roles in housing or customer service, particularly those involving complaint management. Include metrics or achievements that illustrate your success in resolving issues and improving services.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Cross Keys Homes
✨Show Empathy
As a Complaints Manager, you'll need to demonstrate your ability to handle sensitive situations with care. During the interview, share examples of how you've successfully resolved complaints in the past, highlighting your empathetic approach.
✨Know the Policies
Familiarise yourself with the relevant policies and procedures related to complaint resolution. Being able to discuss these during your interview will show that you understand the framework within which you'll be working.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you've autonomously solved problems for residents or clients. This will illustrate your capability to take initiative and resolve issues effectively.
✨Highlight Your Experience
Since the role requires experienced housing professionals, be ready to talk about your previous roles and how they relate to this position. Emphasise any relevant achievements or insights you've gained that could benefit the new team.
