At a Glance
- Tasks: Lead the complaints team to resolve resident issues and improve services.
- Company: A social-focused business dedicated to creating affordable housing and community support.
- Benefits: Generous leave, pension scheme, health benefits, and flexible working options.
- Other info: Join a diverse team committed to inclusivity and community impact.
- Why this job: Make a real difference in residents' lives while developing your career in a supportive environment.
- Qualifications: Experience in housing and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 € per year.
This is a remote working role with the requirement to visit tenants and head office as necessary, therefore you MUST be commutable within 1 hour of Peterborough, with a clean driving licence and suitably insured vehicle.
This is an exciting opportunity to join our complaints team. Complaints Managers are tasked 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 have a dedicated team to this important part of our operational service to ensure parity and consistency.
We are seeking an experienced housing professional to join the team 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 are looking to join a fabulous 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 the successful applicant.
CKH actively seeks to continue to build an inclusive environment for its employees and the communities it serves and welcomes applications from people from all backgrounds.
At CKH, everything we do is about the people who live in our homes and access our services. So, we know we need the best people to deliver the outstanding services and support our communities deserve. No matter where your career with us takes you, you’ll be part of a team that makes a difference and creates opportunities that change lives. As well as working to create sustainable, prosperous communities, we’re also keen to build a workplace community where you can feel supported by colleagues and enjoy your time at work. With a broad range of backgrounds and experience, our team is united by our shared values: action, commitment, excellence, integrity and teamwork. If that sounds like you, we’d love to hear from you.
We know we need to provide a great working environment to attract the best people. Our offer includes:
- A great pension scheme: we will double your contribution up to a maximum of 10%, plus Life Cover.
- Generous annual leave entitlement starting at 25 days, increasing with length of service, plus bank holidays.
- Flexible family-friendly and carers’ policies, offering a range of paid and unpaid leave options.
- Enhanced maternity and paternity pay.
- CKH Rewards benefits platform, including cashback on purchases, instant vouchers and reloadable gift cards.
- Westfield Health, providing access to a range of benefits such as 24-hour DoctorLine, Employee Assistance Programme, and money back for glasses and dental treatment (after probation).
Complaints Manager in Peterborough employer: Cross Keys
CKH is an exceptional employer that prioritises the well-being of its employees while making a meaningful impact in the community. With a strong commitment to inclusivity, a supportive work culture, and ample opportunities for professional growth, CKH offers a rewarding environment for Complaints Managers to thrive. Employees benefit from generous leave entitlements, a robust pension scheme, and access to health and wellness resources, all while contributing to the vital mission of providing affordable housing and community support in Peterborough.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in Peterborough
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for a Complaints Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for complaints management roles and practice your responses. Think about how you would handle specific resident complaints and be ready to share your strategies during the interview.
✨Tip Number 3
Show off your empathy skills! In your conversations with potential employers, highlight your ability to connect with residents and resolve issues. Share examples of how you've turned complaints into positive outcomes in the past.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our fabulous team at CKH.
We think you need these skills to ace Complaints Manager in Peterborough
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Complaints Manager. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Empathy:Since this role is all about resolving complaints, it's crucial to demonstrate your empathetic approach in your written application. Share examples of how you've handled difficult situations with residents or customers in the past.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us see your qualifications quickly!
Apply Early!:Don’t wait until the last minute to submit your application. We might find the perfect candidate before the closing date, so get your application in through our website as soon as you can!
How to prepare for a job interview at Cross Keys
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Complaints Manager. Familiarise yourself with common complaints in housing and how to handle them effectively. This will show that you're not just interested in the job, but that you’re also prepared to tackle the challenges that come with it.
✨Show Empathy
Since this role requires an empathetic approach, think of examples from your past experiences where you've successfully resolved complaints or issues. Be ready to discuss how you handled difficult situations and what steps you took to ensure the residents felt heard and valued.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you identified problems and implemented solutions. Highlight your ability to work autonomously and how you’ve used data or feedback to improve services. This will illustrate your proactive approach to complaint resolution.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of complaints they typically deal with, or how they measure success in this role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
