At a Glance
- Tasks: Lead a dynamic complaints team and resolve issues to improve services.
- Company: Join a fantastic organisation in South East London with a hybrid working model.
- Benefits: Competitive salary of £48,314 per annum and flexible working options.
- Other info: Opportunity to develop your career in a supportive and engaging environment.
- Why this job: Make a real difference by enhancing customer experiences and driving service improvements.
- Qualifications: Experience in complaints investigation and strong leadership skills required.
The predicted salary is between 48314 - 48314 £ per year.
MMP Consultancy are working with a fantastic organisation to recruit a Complaints Team Leader to join them on a temporary contract based in South East London. Salary Equivalent: 48,314 Per Annum. Please note, this position offers Hybrid working.
Responsibilities:
- Lead the Complaints team, supervising the day-to-day operations of the team and acting as the line manager for the Officers.
- To lead day-to-day engagement with the Housing Ombudsman's Service.
- To impartially investigate, and resolve complaints received, in accordance with our internal policies, procedures, and regulatory obligations.
- Assist services to resolve issues and promote shared learning, leading to service improvements.
- Ensure the client meets its statutory obligations in handling complaints and that the Housing Ombudsman Complaint Handling Code is adhered to.
- To embody values of customer at the heart, appreciating difference, responsible and accountable, and empowering people.
- Consistently and impartially apply the clients' complaints policies and procedures and maintain comprehensive knowledge of other internal policies and procedures, as well as industry guidance and best practices as required to investigate and resolve complaints.
- Exercise good judgement and reliably seek advice from colleagues in cases of uncertainty.
- Manage the caseload of the complaints team, assigning some cases to the Complaint Investigation officers, and taking responsibility for others, as required.
- Utilising all available systems and reports to ensure that cases are responded to within deadlines and that the complaints team meets its KPI targets.
- Communicate clearly, reliably, accurately, and professionally with residents, colleagues, senior staff, and external stakeholders, and act as the complaints ambassador with vested parties and engaged stakeholders.
- Maintain clear and accurate records, notes, and case files for all cases, ensuring all systems are up-to-date and accurate, and undertaking regular quality assurance checks to ensure policies and procedures are being correctly applied and to improve quality of responses.
- Keep the Complaints Manager regularly appraised of developments with complaints, risk profile, highlighting serious cases at the earliest opportunity.
Requirements:
- Proven background of working in a complaint's investigation team in a similar role including training staff from across the organisation on complaints handling.
- Experience of delivering results through teamwork.
- An awareness of the challenges facing housing associations and their residents.
- An understanding of the Housing Ombudsman Complaint Handling Code.
- Ability to manage and develop a team.
- Able to organise, prioritise and plan workloads for self and colleagues to meet deadlines and targets, in a demanding, high volume, customer facing context.
- Excellent written & verbal communication skills, with ability to challenge, influence and persuade others.
- Excellent IT skills, familiarity with MS Office (Word, Excel) and demonstrated ability to quickly learn and adapt to new systems.
Complaints Department Leader. Job in London LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
MMP Consultancy offers a dynamic and supportive work environment for the Complaints Department Leader role, located in vibrant South East London. With a commitment to employee growth, hybrid working options, and a culture that prioritises customer care and accountability, this organisation empowers its team members to make meaningful contributions while ensuring compliance with industry standards. Join a forward-thinking team that values diversity and fosters professional development, making it an excellent choice for those seeking a rewarding career in complaints management.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Department Leader. Job in London LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at the organisation you're eyeing. A friendly chat can sometimes lead to insider info or even a referral!
✨Tip Number 2
Prepare for the interview by researching the company and its values. Make sure you can demonstrate how your experience aligns with their mission, especially around customer service and complaints handling. Show them you’re not just a fit on paper!
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing past experiences in complaints management.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Complaints Department Leader. Job in London LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Department Leader role. Highlight your experience in complaints handling and team management, as this will show us you understand what we're looking for.
Showcase Your Skills:Don’t just list your skills; give us examples of how you've used them in past roles. Whether it’s resolving complaints or leading a team, we want to see how you’ve made a difference in your previous jobs.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point, so make every word count!
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 United Cerebral Palsy of Georgia
✨Know Your Stuff
Make sure you have a solid understanding of the Housing Ombudsman Complaint Handling Code and the specific policies of the organisation. Brush up on your knowledge of complaint handling best practices, as this will show that you're not just familiar with the role but also genuinely interested in making a difference.
✨Showcase Your Leadership Skills
As a Complaints Department Leader, you'll need to demonstrate your ability to lead a team effectively. Prepare examples from your past experiences where you've successfully managed a team, resolved conflicts, or improved processes. This will help you illustrate your leadership style and how it aligns with the company's values.
✨Communicate Clearly
Since the role involves communicating with various stakeholders, practice articulating your thoughts clearly and professionally. You might want to prepare for potential questions about how you would handle difficult conversations or manage expectations with residents and colleagues.
✨Be Ready to Discuss Challenges
Expect questions about the challenges facing housing associations and how you would address them. Think about current issues in the sector and be prepared to discuss how your experience can help tackle these challenges while promoting service improvements.
