Complaints Resolution Lead

Complaints Resolution Lead Hybrid for 2 days may be option based on training completion, also working from the Croydon office can be an option

Complaint Lead Our vision is to create communities where everyone has a safe home in a place where theyre proud to live. Were big and were local. Residents are at the heart of all we and we use our size to influence positive change in the areas where we operate. Its also about living our values which are at the HEART of what we do. All colleagues are expected to demonstrate a commitment to our values through their behaviours, actions and words on a daily basis. As a valued member of the Southern Housing Team, youll embrace our Values to inspire others as well as yourself to be Honest Efficient Accountable Respectful Trusted

Complaints Resolution Lead The role Reporting to the Complaints Resolution Manager you will be responsible for resolving customer complaints. You`ll deliver a great complaints experience in line with regulatory standards. As a Complaint Lead you will play a key role in identifying and sharing learning opportunities for service improvement.

The location Youll be based at one of our main offices in either Farringdon, Croydon, Isle of Wight, Maidstone or Sittingbourne, with the option for working in a hybrid way when appropriate and as agreed with your manager.

Complaints Resolution Lead What youll be doing: Deliver a great complaints experience in line with the Housing Ombudsmans and regulatory code. Provide a customer-focused responsive service for residents/customers you assist with a complaint. Reviewing, investigating, and responding to all concerns raised in a way that is positive and helpful, maximising early resolution of issues, minimising further problems for customers, and keeping customers always updated. Handle all aspects including service requests, stage one and two complaints, Housing Ombudsman cases, MP and Counsellor Enquires.

Manage customer expectations in relation to policy and procedural matters in a non confrontational and customer focused manner, offering alternative wherever possible. Tailor actions and responses to meet the diverse needs of residents/customers.

Draft accurate and thorough responses to the Housing Ombudsman Service. Accurately record all customer contacts, complaint details, actions and learning points on management systems (for example Customer Relationship Management System).

Complaints Resolution Lead Assist residents/customers in a way that complies with relevant regulatory and legislative requirements including those regarding data protection, health and safety, equalities and diversity and safeguarding, applying learning from relevant training and minimising risk. Build and maintain relationships with colleagues. Provide effective information and advice to enable teams to resolve complaints effectively.

Ensure internal stakeholder satisfaction with the service. Attend regular performance and liaison meetings with operational teams. Develop good working relationships, attend, and present at team meetings, share lessons learnt. Support teams to identify and complete follow up actions and share feedback to improve service. Complete follow up actions in a timely and high-quality way, in line with agreements. Calculate and ensure payments are processed for compensation in line with policy. Monitor complaint Key Performance indicators (KPI) elated to your role.

Complaints Resolution Lead Assist some customers on an ongoing basis, beyond the resolution of issues, where a need for this is identified including becoming the main point of contact where appropriate. Act collaboratively to ensure lessons are learnt from complaints.

Experience Assisting customers with a range of enquires across different channels including email and telephone in a busy customer facing environment

Skills and Knowledge Excellent customer service skills and ability to show empathy to residents/customers. Excellent communication and interpersonal skills. Excellent organisational skills. Ability to effectively manage customer communications and expectations.

High level of written and verbal skills to assist customers in a clear and helpful way across all communication channels. Ability to communicate complex information concisely in a customer friendly way. Ability to identify and evaluate problems effectively to reach a solution. Ability to quickly learn new skills and learn about different services and legislation.

Ability to use supporting IT systems and follow process accurately and in a timely manner. Ability to tailor assistance for customers who needs this including those that are vulnerable, have English as a second language and/or are facing difficult circumstances.

Ability to analyse data to identify trends and priorities. Ability to work with minimal supervision and confident using own initiative. Ability to work within legislative, regulatory, and best practice requirements including those regarding health and safety and data protection. Ability to work within a flexible and customer-oriented team environment and provide guidance and supervision to less experienced colleagues as required.

Complaints Resolution Lead Effective technology skills and preferably experience of using systems such as Customer Relationship Management. Ability to effectively manage risk and quality assurance.