Complaint Lead

My client, a social housing provider, seek an experienced Complaints Lead to start an ongoing temp booking asap.

Role purpose:

To manage a case load of resident complaints relating to a variety of different housing issues that may arise. Liaise with complainants, contractors and different business streams within Peabody to deliver effective, customer focussed outcomes to complaints.

To deliver the complaint handling targets of responding to the complaint and ensuring that we are compliant with our Complaints policy and the Housing Ombudsman Complaint Handling Code.

Key results:

• To deliver the stage one complaints service as set out in the policy and procedures and complaint handling code for complaint handling.

• To participate actively in the Complaint Team, taking responsibility for ensuring the delivery of service and identify areas for service improvement

• Working collaboratively with all colleagues and our contract counterparts to ensure effective customer focussed outcomes.

• Providing accurate and timely responses to complaints following comprehensive investigations

• To ensure that all complaint record keeping is accurate and updated regularly.

• To ensure that all KPI and Service Levels Agreements are met.

• Providing excellent and timely communication to our customers at all times

Immediate start

Ongoing temp booking

Hybrid London SE1

PAYE £17.58 / £21.73 LTD UMB per hour