Complaints Lead

Complaints Lead\\nLocation: Home Based\\nHours: 35 hours per week/ 70 hours over two weeks (nine-day fortnight)\\nSalary: £54,829 per annum\\nClosing date: 27th April\\nInterviews: 2nd May\\n\\nLooking for a role with real purpose that impacts on the lives of residents?\\n\\nWe’re seeking an experienced, passionate and dedicated professional to lead our complaints team. The team is focussed on responding to residents complaints in an empathetic, timely, efficient and effective way, deliver outstanding customer service and learning lessons to continually improve our services.\\n\\nYou will have experience of working in a complaints environment and bring a thorough understanding of the Housing Ombudsman Complaint Handling Code and all the requirements contained within it.\\n\\nYou’ll lead our complaints team, driving a customer focussed, high performing culture, you will be the subject matter expert for escalations and queries. Working in collaboration with stakeholders and the Housing Ombudsman you’ll build strong, effective working relationships.\\n\\nDeveloping best practise approaches, you will have a continuous improvement mindset, striving to embed lessons learnt from complaints.

A passion for data is a must, producing and analysing data to identify themes and make service improvements.\\n\\nThere are 2 roles available aligned to either our Retirement Living or Extra Care operational teams.\\n\\nCurious to know more? If you’re looking for an opportunity where you can make a real difference at an organisation with a strong social purpose, take a look at the job description for further details.\\n\\nWhat we are looking for:\\n\\n * \\n\\n Excellent communication skills including the ability to demonstrate empathy, impartiality and tact.\\n\\n * \\n\\n Ability to recognise the needs of the complainant, including any vulnerabilities and reasonable adjustments.\\n\\n * \\n\\n Ability to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.\\n\\n * \\n\\n Experience of complaint handling within a social housing setting\\n\\n * \\n\\n Thorough understanding of the Housing Ombudsman Complaint Handling Code\\n\\n * \\n\\n Previous experience of making a positive impact in a frontline customer environment\\n\\n * \\n\\n Working to tight deadlines, managing own workload and priorities.\\n\\nClosing date for applications 27 April, with interviews taking place 2 May\\n\\nDue to the nature of this role this advert may close earlier than the closing date listed if sufficient applications have been received. Please apply early to avoid disappointment.\\n\\nAbout us\\n\\nWe know that great people make a great organisation, which is why we put people at the heart of everything we do.

You are as valuable to us as our corporate employees, which is why we offer occupational sick pay, occupational maternity and paternity pay and benefits such as the Blue Light Card to all our Extra Care employees.\\n\\nAt Housing 21 we pride ourselves on being passionate about people and are committed to investing in those who work for us to help them to be the best they can be.\\n\\nWhen you work for us, you will be joining an organisation that holds the Investors in People Platinum standard and was rated the UK’s third Best Place to Work in 2024 by Glassdoor. Our people are our foundation, and we know how important it is to support them to do what they do best, whether through flexible working, learning new skills or being part of a friendly and supportive workplace culture. You shouldn’t have to choose between a career and care, and we want to support you to advance your career with us, which is why we have a dedicated learning pathway through our Extra Care Academy that could lead to future roles with salaries of £50,000!

A career in care means you can make a difference and help our residents to live independently in their own homes.\\n\\nWe are incredibly proud of the culture we have created and celebrate the positive difference we make to society. If you think you’re ready for a new challenge and able to make a difference, then come and join us