Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the Complaints Team to resolve issues and enhance customer service.
- Company: Join Rochdale Boroughwide Housing, a leader in social housing and community support.
- Benefits: Enjoy flexible working, 30 days holiday, and a generous pension scheme.
- Why this job: Make a real impact by improving customer experiences and driving service excellence.
- Qualifications: Experience in complaint resolution and strong analytical skills are essential.
- Other info: Apply early as we shortlist candidates throughout the application period.
The predicted salary is between 36000 - 60000 £ per year.
RBH currently have an opportunity for an experienced Complaints and Feedback Manager to join their Customer Experience team. We are looking for someone who is tenacious and likes to find resolutions for our customers to help us listen, learn and act on feedback. You will be accountable for resolving complaints and promoting service excellence and your leadership will guide the team to maintain high standards and address complaints effectively
This is a critical role within RBH and you will be accountable for the operational governance of complaint handling, mitigation of reputational risk, compliance against regulatory and statutory requirements that include the Housing Ombudsman’s Complaints Handling Code and performance against the relevant Tenant Satisfaction measures.
You will own the relationship with The Housing Ombudsman Service at an operational level, ensuring that we provide quality information and respond within timescales, and apply any learning / carry out any required activities.
You will be working across the business to support colleagues to create a culture that drives accountability and collective responsibility and provide assurance that we are learning from complaints and ensure that we keep customers informed about how we have changed our service delivery as a result of their feedback.
Key Areas of
- Work: To provide clear leadership to the Complaints Team, ensuring a high-quality complaints service is delivered with service standards and targets achieved (productivity, quality, and satisfaction) and a culture of learning from complaints.
- Develop and inspire the Complaints Service to embed a culture of customer service excellence. Set clear and relevant targets for the team, managing performance to achieve a high standard, using quality assurance and data analysis to identify and address areas of underperformance. To champion a positive complaints culture across RBH.
- To coach the Complaint and Feedback Officers so independent and impartial advice is always given, with strong communication to customers, from the start to the end of the complaint case.
- To undertake the completion of quality audits to identify good practice and areas for improvement, as well as training requirements.
Who we are looking for?
We are looking for someone who:
- Educated to a good standard of education or equivalent through relevant training/experience.
- Experience of resolving complaints successfully and within agreed timescales.
- Up to date knowledge of legislation, regulations and standards relating to social housing, including the Housing Ombudsman’s Complaints Handling Code
- Evidence of being results driven with strong analytical skills, demonstrable ability to identify trends and systemic issues, and experience of providing meaningful management information.
- Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
- Experience in managing complex and high-volume complaints and confident and proactive approach to problem-solving
- Proven ability of managing a high performing team, setting goals and clear objectives
- Excellent verbal and written communication and interpersonal skills to Communicate effectively with a wide range of stakeholders
- Decisive thinker and innovative decision maker with the ability to present complex issues in a clear and concise manner
- An understanding of Equality, Diversity and Inclusivity and how this is applied through our services to customers
#J-18808-Ljbffr
Complaints and Feedback Manager employer: Rochdale Boroughwide Housing
Contact Detail:
Rochdale Boroughwide Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Feedback Manager
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman’s Complaints Handling Code. Understanding this will not only help you in interviews but also demonstrate your commitment to compliance and service excellence.
✨Tip Number 2
Showcase your experience in managing complaints by preparing specific examples of how you've resolved complex issues in the past. This will highlight your problem-solving skills and ability to work under pressure.
✨Tip Number 3
Research Rochdale Boroughwide Housing and their customer service ethos. Tailoring your conversation to reflect their values during any discussions can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of RBH on platforms like LinkedIn. Gaining insights into the company culture and expectations can give you an edge in your application process.
We think you need these skills to ace Complaints and Feedback Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints management and customer service. Use specific examples that demonstrate your ability to resolve complaints effectively and lead a team.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service excellence and your understanding of the Housing Ombudsman’s Complaints Handling Code. Mention how your skills align with the key areas of work outlined in the job description.
Showcase Analytical Skills: Provide examples in your application that showcase your analytical skills. Discuss how you have identified trends in complaints and implemented changes based on feedback to improve service delivery.
Highlight Leadership Experience: Emphasise your experience in managing teams and setting performance targets. Include specific instances where you have inspired a culture of accountability and learning from complaints within your previous roles.
How to prepare for a job interview at Rochdale Boroughwide Housing
✨Understand the Role Thoroughly
Before your interview, make sure you have a solid understanding of the Complaints and Feedback Manager role. Familiarise yourself with the key responsibilities, such as resolving complaints and promoting service excellence, so you can discuss how your experience aligns with these expectations.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complaints or improved processes. Highlight your analytical skills and ability to identify trends, as these are crucial for the role.
✨Demonstrate Leadership Qualities
As this role involves leading a team, be ready to discuss your leadership style. Share instances where you've inspired a team or managed performance effectively, showcasing your ability to set clear goals and achieve high standards.
✨Communicate Effectively
Strong communication skills are essential for this position. Practice articulating complex issues clearly and concisely. Be prepared to discuss how you would communicate with various stakeholders, ensuring that you convey your ideas confidently during the interview.