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 for professional growth 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, the company provides hybrid working options, competitive salary, and fosters a culture of accountability and empowerment, ensuring that team members can thrive while making a meaningful impact in the community. Join us to be part of a forward-thinking organisation that values customer service excellence and promotes continuous learning.
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 MMP Consultancy or similar organisations. A friendly chat can sometimes lead to opportunities that aren’t even advertised!
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and team leadership. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you’ve successfully resolved complaints or improved processes. This will demonstrate your ability to lead the complaints team effectively.
✨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 take the initiative to engage directly with us.
We think you need these skills to ace Complaints Department Leader. Job in London LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Complaints Department Leader role. Highlight your experience in complaints handling and team management, and don’t forget to mention any relevant training you've provided to staff.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about leading a complaints team and how your values align with the organisation’s. Be sure to mention your understanding of the Housing Ombudsman Complaint Handling Code.
Showcase Your Communication Skills:Since this role requires excellent communication skills, make sure your application reflects that. Use clear and professional language, and provide examples of how you've effectively communicated with residents and stakeholders in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and keep track of it. Plus, you’ll find all the details you need about the role there!
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 complaints policies of the organisation. Brush up on your knowledge of best practices in complaint resolution, 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 manage and develop a team. Prepare examples from your past experiences where you've successfully led 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 clear communication with various stakeholders, practice articulating your thoughts concisely and professionally. You might want to prepare for common interview questions by rehearsing your answers out loud, focusing on clarity and confidence. Remember, it's not just what you say, but how you say it!
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and judgement. Think about potential complaints you might encounter in this role and how you would handle them. This will not only prepare you for the interview but also give you a chance to showcase your critical thinking and decision-making abilities.
