At a Glance
- Tasks: Lead a team to resolve complex resident complaints and drive service improvements.
- Company: Respected housing organisation in South London with a focus on customer service.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team dedicated to improving customer outcomes.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in housing complaints and strong communication skills required.
The predicted salary is between 40000 - 50000 € per year.
An exciting opportunity has arisen for an experienced Complaints Team Leader to join a respected housing organisation in South London. This role will lead a busy complaints function, managing a team responsible for investigating and resolving complex resident complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code, and driving service improvement across the organisation.
Key responsibilities include:
- Managing and developing a team of Complaints Officers
- Overseeing complex and escalated Stage 2 complaints
- Leading engagement with the Housing Ombudsman
- Monitoring team performance, KPIs, and complaint handling quality
- Driving lessons learned and continuous service improvement
- Supporting operational teams to resolve complaints effectively and improve customer outcomes
The successful candidate will have:
- Previous experience leading within a housing complaints environment
- Strong knowledge of complaint handling and regulatory standards
- Excellent communication, investigation, and stakeholder management skills
- Experience managing high-volume caseloads and improving team performance
- A proactive, resilient, and customer-focused approach
This is a fantastic opportunity for a strong people manager who is passionate about customer service, accountability, and delivering positive outcomes for residents.
Complaints Team Leader in Brockley employer: The Oyster Partnership
Join a respected housing organisation in South London that prioritises employee development and a collaborative work culture. With hybrid working options, you will benefit from a supportive environment that encourages continuous improvement and offers opportunities for professional growth. This role not only allows you to lead a dedicated team but also empowers you to make a meaningful impact on resident satisfaction and service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Team Leader in Brockley
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for a Complaints Team Leader role. You never know who might have the inside scoop on an opportunity that’s not even advertised yet!
✨Tip Number 2
Prepare for those interviews by brushing up on your complaint handling knowledge. Familiarise yourself with the Housing Ombudsman Complaint Handling Code and think of examples from your past experience that showcase your skills in managing complex complaints.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation for the opportunity. It shows you’re genuinely interested and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you ace your job search, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications!
We think you need these skills to ace Complaints Team Leader in Brockley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in managing complaints and leading teams. We want to see how your skills align with the role, so don’t be shy about showcasing your achievements in similar environments!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how your previous experiences have prepared you for this role. We love a good story that connects your journey to our mission.
Showcase Your Skills:In your application, emphasise your knowledge of complaint handling and regulatory standards. We’re looking for someone who can hit the ground running, so let us know how you’ve successfully managed high-volume caseloads in the past!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy!
How to prepare for a job interview at The Oyster Partnership
✨Know Your Stuff
Make sure you brush up on the Housing Ombudsman Complaint Handling Code and any relevant regulatory standards. Being able to discuss these confidently will show that you’re not just familiar with the role but also committed to compliance and service improvement.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in the past, especially in a complaints environment. Highlight specific situations where you improved team performance or resolved complex issues, as this will demonstrate your capability as a people manager.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to refine your responses and ensure you can convey your ideas effectively.
✨Be Customer-Focused
Emphasise your passion for customer service during the interview. Share stories that illustrate your proactive approach to resolving complaints and improving customer outcomes, as this aligns perfectly with what the organisation is looking for.
