Complaints Manager

Your new company
A fantastic opportunity is available working for this award-winning Housing Association in the Richmond area, who support the local community with housing needs. They have a reputation for staff well-being and are and employer of choice in the local area. The organisation are now looking to add to their Customer Service team with a Complaints Manager who will support with neighbourhood or repairs queries, complex cases and working closely with MPs, Councillors and the Housing Ombudsman and will be hired initially on a 3 month FTC. The role is based close to Richmond, close to a station. This position will be a fully office-based position initially, so you will need to live in the SW London area.

Your new role
Your new role will be to be the external face of complex complaints, leading and building relationships with the Ombudsman and other third parties, you will work closely with the Customer Success Team and Complaints Team, you will prevent escalations of complaints to the Housing Ombudsman service and high risk cases to resolution. You actively manage and respond to Councillors and MPs seeing cases through to resolution. Prepare case files where cases are escalated to the Housing Ombudsman.

What you'll need to succeed
In order to be successful you must have significant experience resolving customer complaints and complex cases, if you have leadership or management experience that would be beneficial. You will have experience working closely with MP, Councillors and have strong stakeholder management, ideally using a CRM system and will be immediately available for work.

What you'll get in return
In return you'll be offered a 3 month fixed term contract with possibility to extend subject to organisational needs and personal performance, you will be offered a competitive salary of £48,500 (pro-rata over the 3 months), other benefits include 27 days holiday plus bank holidays (pro-rata over 3 months), hours are 36 per week either 8-4.15 Monday to Thursday and 8-4pm on Friday or 9-5.15 Monday to Thursday and 9-5pm on Friday, well-being allowance of £30 per month and other fantastic benefits.

What you need to do now

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