At a Glance
- Tasks: Lead a dynamic complaints team and resolve issues to improve services.
- Company: Join a fantastic organisation in South East London with a hybrid working model.
- Benefits: Competitive salary of £48,314 per annum and flexible working options.
- Other info: Opportunity for professional growth in a supportive environment.
- Why this job: Make a real difference by improving customer experiences and leading a passionate team.
- Qualifications: Experience in complaints investigation and strong communication skills required.
The predicted salary is between 48157 - 48157 € per year.
MMP Consultancy are working with a fantastic organisation to recruit a Complaints Team Leader to join them on a temporary contract based in South East London. Salary Equivalent: 48,314 Per Annum. Please note, this position offers Hybrid working.
Responsibilities:
- Lead the Complaints team, supervising the day-to-day operations of the team and acting as the line manager for the Officers.
- To lead day-to-day engagement with the Housing Ombudsman's Service.
- To impartially investigate and resolve complaints received, in accordance with our internal policies, procedures, and regulatory obligations.
- Assist services to resolve issues and promote shared learning, leading to service improvements.
- Ensure the client meets its statutory obligations in handling complaints and that the Housing Ombudsman Complaint Handling Code is adhered to.
- To embody values of customer at the heart, appreciating difference, responsible and accountable, and empowering people.
- Consistently and impartially apply the clients' complaints policies and procedures and maintain comprehensive knowledge of other internal policies and procedures, as well as industry guidance and best practices as required to investigate and resolve complaints.
- Exercise good judgement and reliably seek advice from colleagues in cases of uncertainty.
- Manage the caseload of the complaints team, assigning some cases to the Complaint Investigation officers, and taking responsibility for others, as required.
- Utilising all available systems and reports to ensure that cases are responded to within deadlines and that the complaints team meets its KPI targets.
- Communicate clearly, reliably, accurately, and professionally with residents, colleagues, senior staff, and external stakeholders, and act as the complaints ambassador with vested parties and engaged stakeholders.
- Maintain clear and accurate records, notes, and case files for all cases, ensuring all systems are up-to-date and accurate, and undertaking regular quality assurance checks to ensure policies and procedures are being correctly applied and to improve quality of responses.
- Keep the Complaints Manager regularly appraised of developments with complaints, risk profile, highlighting serious cases at the earliest opportunity.
Requirements:
- Proven background of working in a complaint's investigation team in a similar role including training staff from across the organisation on complaints handling.
- Experience of delivering results through teamwork.
- An awareness of the challenges facing housing associations and their residents.
- An understanding of the Housing Ombudsman Complaint Handling Code.
- Ability to manage and develop a team.
- Able to organise, prioritise and plan workloads for self and colleagues to meet deadlines and targets, in a demanding, high volume, customer facing context.
- Excellent written & verbal communication skills, with ability to challenge, influence and persuade others.
- Excellent IT skills, familiarity with MS Office (Word, Excel) and demonstrated ability to quickly learn and adapt to new systems.
Complaints Team Leader employer: MMP Consultancy
MMP Consultancy offers a dynamic and supportive work environment for the Complaints Team Leader role, located in vibrant South East London. With a commitment to employee growth, the company provides hybrid working options, competitive salary, and fosters a culture of accountability and empowerment, ensuring that team members can thrive while making a meaningful impact in the community. Join us to lead a dedicated team, enhance service delivery, and contribute to continuous improvement in complaint handling.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at MMP Consultancy. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for the interview by researching common complaints handling scenarios. Think about how you would approach them and be ready to share your experiences. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your leadership skills! Be ready to discuss how you've successfully managed teams in the past. Highlight any training or mentoring you've done, as this is key for the Complaints Team Leader role.
✨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 take that extra step to engage with us directly.
We think you need these skills to ace Complaints Team Leader
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Complaints Team Leader role. Highlight your experience in complaints handling and team management, and don’t forget to showcase any relevant achievements that align with the job description.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention your understanding of the Housing Ombudsman Complaint Handling Code and how you embody the values of customer care and accountability.
Showcase Your Communication Skills:Since excellent communication is key for this role, make sure your application reflects that. Use clear and professional language, and ensure there are no typos or errors. This is your first impression, so let it be a good one!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s super easy, and you’ll get all the info you need about the role and our company. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at MMP Consultancy
✨Know Your Stuff
Make sure you have a solid understanding of the Housing Ombudsman Complaint Handling Code and the specific complaints policies of the organisation. Brush up on your knowledge of best practices in complaints handling, as this will show that you're not just familiar with the role but also genuinely interested in making a difference.
✨Showcase Your Leadership Skills
As a Complaints Team Leader, you'll need to demonstrate your ability to manage and develop a team. Prepare examples from your past experiences where you've successfully led a team, resolved conflicts, or improved processes. This will help the interviewers see you as a proactive leader who can inspire and motivate others.
✨Communicate Clearly
Since the role involves communicating with various stakeholders, practice articulating your thoughts clearly and professionally. You might want to prepare for questions that assess your communication skills, so think about how you can convey complex information simply and effectively.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that test your judgement and decision-making skills. Think through potential complaints situations you might encounter and how you would handle them. This will not only showcase your problem-solving abilities but also your commitment to upholding the organisation's values.
