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 accountability and positive 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:
- 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
What the role requires:
- 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.
Housing Complaints Team Leader - Hybrid (South London) employer: The Oyster Partnership
Join a respected housing organisation in South London that prioritises employee development and fosters a collaborative work culture. With hybrid working options, you will enjoy a healthy work-life balance while leading a dedicated team focused on improving resident experiences. The company offers comprehensive training, opportunities for career advancement, and a commitment to continuous service improvement, making it an excellent employer for those passionate about customer service and community impact.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Complaints Team Leader - Hybrid (South London)
✨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 opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of the Housing Ombudsman Complaint Handling Code. Being able to discuss this confidently will show that you’re serious about the role and understand the key responsibilities.
✨Tip Number 3
Showcase your leadership skills! Think of examples from your past experiences where you’ve successfully managed a team or resolved complex complaints. This will help you stand out as a strong candidate who can drive service improvement.
✨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 are proactive and engaged with our organisation.
We think you need these skills to ace Housing Complaints Team Leader - Hybrid (South London)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous experience in leading a complaints team and your knowledge of complaint handling standards. We want to see how you fit into our vision!
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 proactive approach can drive service improvement. We love seeing genuine enthusiasm for the role!
Showcase Your Communication Skills:Since excellent communication is key for this role, make sure your application is clear and concise. Use straightforward language and structure your thoughts well. We appreciate clarity and professionalism in written applications!
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 the role. Plus, it’s super easy to do!
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 regulations. Being able to discuss these confidently will show that you’re serious about the role and understand the complexities involved in handling complaints.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed a team in the past, especially in high-pressure situations. Highlight your experience with developing team members and improving performance, as this is crucial for the role.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you’ve resolved complex complaints or improved processes. Be ready to explain your thought process and the outcomes, as this will illustrate your proactive and customer-focused approach.
✨Engage with the Interviewers
Don’t just answer questions; engage in a dialogue. Ask insightful questions about their current challenges and how they measure success in complaint handling. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
