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- Tasks: Lead the Customer Complaints team to enhance satisfaction and manage complaints effectively.
- Company: Join MMP Consultancy, a leading housing provider in South London.
- Benefits: Enjoy opportunities for skill development and a focus on equality and inclusion.
- Why this job: Make a real impact on customer experience while working in a supportive environment.
- Qualifications: Experience in complaint management and strong leadership skills are essential.
- Other info: Engage with Councillors and the Housing Ombudsman to drive service improvements.
The predicted salary is between 36000 - 60000 £ per year.
MMP Consultancy is looking to recruit a Customer Complaints Team Leader to join a housing provider based in South London. This role is essential in ensuring fair, efficient complaint management while enhancing customer satisfaction and organisational performance. As a Complaints Team Leader, you will be responsible for liaising with complainants, contractors and different business streams within the association to deliver effective, customer-focused outcomes to complaints.
Responsibilities:
- Lead and administer the Complaints process to meet all KPIs
- Lead and support the Customer Resolutions Co-ordinator/s
- Ensure the NEC complaints module is fully utilised, including the reporting function
- Provide insight reports to various stakeholders, Board, EMT and the Client
- Work in partnership with the Complaints Team
- Identify improvements that will improve the customer experience or organisational performance
- Ensure that the Customer Resolutions Co-ordinator/s are adhering to SHP policies and business processes
- Increase customer satisfaction with the outcome of complaints and handling of complaints
- Ensure that team members are continually developing their skills and knowledge to understand customers' needs and how to service them
- Lead and exercise behaviours that promote equality, diversity and inclusion
- Develop positive working relationships with Councillors, MPs and the Housing Ombudsman
- Responsible for the Customer Resolutions Policy and Process, and annual review of the policy
- Carry out annual review of the Housing Ombudsman self-assessment
- Lead the Customer Service Excellence accreditation
- Manage and administer the Complaints Process, Councillor and MP enquiries
- Manage complaints with the Housing Ombudsman
- Manage/Lead the Customer Resolutions Co-ordinator(s)
- Provide regular reports on performance, EDI and trends using data from NEC including the Board, Performance Committee and Executive Management Team
- Analyse customer feedback, including complaints data to provide insight and identify opportunities for improvement
- Oversee service improvement from customer feedback and complaints and sector learning from the Housing Ombudsman determinations
- Deliver resident engagement and outreach initiatives based on complaints insight to shape service delivery including Equality, diversity and inclusion
Customer Complaints Insight Team Leader employer: MMP Consultancy
Contact Detail:
MMP Consultancy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints Insight Team Leader
✨Tip Number 1
Familiarise yourself with the NEC complaints module and its reporting functions. Understanding how to navigate this system will not only help you in the role but also demonstrate your proactive approach during interviews.
✨Tip Number 2
Research the housing provider's current customer satisfaction metrics and any recent complaints trends. Being able to discuss these insights in your conversations will show your genuine interest in improving their processes.
✨Tip Number 3
Network with professionals in the housing sector, especially those involved in customer service and complaints management. Building connections can provide you with valuable insights and potentially lead to referrals.
✨Tip Number 4
Prepare examples of how you've successfully led teams or improved complaint handling processes in the past. Highlighting your leadership skills and experience in enhancing customer satisfaction will make you a strong candidate.
We think you need these skills to ace Customer Complaints Insight Team Leader
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly understand the responsibilities of a Customer Complaints Insight Team Leader. Familiarise yourself with the key performance indicators (KPIs) and the importance of customer satisfaction in complaint management.
Tailor Your CV: Highlight your relevant experience in customer service and complaints management. Emphasise any leadership roles you've held and specific achievements that demonstrate your ability to enhance customer satisfaction and organisational performance.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about improving customer experiences. Mention specific examples from your past work where you successfully resolved complaints or led a team to achieve better outcomes.
Showcase Your Skills: Make sure to highlight skills that are crucial for this role, such as data analysis, communication, and team leadership. Provide examples of how you've used these skills to drive improvements in customer service or resolve complex issues.
How to prepare for a job interview at MMP Consultancy
✨Understand the Role Thoroughly
Make sure you have a solid grasp of the responsibilities outlined in the job description. Familiarise yourself with the complaints process, key performance indicators (KPIs), and the importance of customer satisfaction in this role.
✨Prepare Insightful Questions
Think about questions that demonstrate your understanding of the role and the organisation. Ask about their current challenges in complaint management or how they measure success in customer satisfaction to show your proactive approach.
✨Showcase Leadership Skills
Be ready to discuss your experience in leading teams and managing processes. Highlight specific examples where you've improved customer experiences or resolved complex complaints, as this will resonate well with the interviewers.
✨Emphasise Equality, Diversity, and Inclusion
Given the focus on EDI in the role, be prepared to discuss how you have promoted these values in previous positions. Share examples of how you've fostered an inclusive environment and improved service delivery for diverse customer groups.
