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- Tasks: Lead the Complaints process and support the Customer Resolutions team to enhance customer satisfaction.
- Company: Join a dynamic organisation focused on improving customer experiences and organisational performance.
- Benefits: Enjoy opportunities for skill development, collaboration with local authorities, and a commitment to equality and inclusion.
- Why this job: Make a real impact by enhancing customer service and driving positive change in the community.
- Qualifications: Strong leadership skills and a passion for customer service are essential; experience in complaints handling is a plus.
- Other info: This role offers a chance to work closely with Councillors and the Housing Ombudsman.
The predicted salary is between 36000 - 60000 £ per year.
The job holder will:
- 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 London Borough of Sutton 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
Key Responsibilities:
- 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
Complaints Team Leader employer: Talent Dice Ltd
Contact Detail:
Talent Dice Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints 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 current trends in customer complaints and resolutions, particularly within the housing sector. Being knowledgeable about recent developments will allow you to speak confidently about potential improvements during discussions with us.
✨Tip Number 3
Network with professionals in the field of customer service and complaints management. Engaging with others can provide valuable insights and may even lead to recommendations that could strengthen your application.
✨Tip Number 4
Prepare examples of how you've successfully led teams or improved processes in previous roles. Highlighting your leadership skills and ability to enhance customer satisfaction will make you a standout candidate for the Complaints Team Leader position.
We think you need these skills to ace Complaints Team Leader
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and expectations. Tailor your application to highlight how your experience aligns with leading a complaints process and managing a team.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in customer service, complaints management, or team leadership. Use specific examples that demonstrate your ability to improve customer satisfaction and handle complaints effectively.
Showcase Your Skills: Make sure to mention skills that are crucial for this role, such as data analysis, reporting, and stakeholder engagement. Provide examples of how you've used these skills in past roles to drive improvements.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also conveys your passion for enhancing customer experiences. Discuss your approach to leading teams and promoting equality, diversity, and inclusion within the workplace.
How to prepare for a job interview at Talent Dice Ltd
✨Understand the Complaints Process
Make sure you have a solid grasp of the complaints process and how it aligns with the company's KPIs. Be prepared to discuss your experience in managing complaints and how you've successfully led teams in similar situations.
✨Showcase Leadership Skills
As a Complaints Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've supported team members, developed their skills, and fostered a positive working environment that promotes equality, diversity, and inclusion.
✨Data-Driven Insights
Be ready to talk about how you've used data to drive improvements in customer satisfaction. Discuss any experience you have with reporting tools and how you've analysed feedback to identify opportunities for enhancing service delivery.
✨Build Relationships
Highlight your ability to develop positive relationships with stakeholders, such as Councillors and MPs. Share examples of how you've collaborated with external teams or organisations to improve customer experiences and resolve complaints effectively.
