Complaints Manager

Job Description
We are currently working in partnership with a Housing Association based in
East Lancashire
, who are recruiting for a
Complaints Manager
on a temporary contract for four months.
The position is due to start immediately, with the potential to go permanent. The hourly rate of pay is negotiable and the role will 36.25 hours per week.
The ideal candidate will have a strong background in managing Complaints teams and be confident in liaising with the Ombudsmen. The role will involve some travel to see tenants and will therefore need a car.
The successful candidate is expected to be in the office at least 3 times a week.
Duties will include (but are not limited to):
Managing a team of 6 Customer Resolution Officers and 4 Customer Complaints Administrators
Ensuring any resolution letters are being checked and signed off before being issued to tenants
Liaising with the Housing Ombudsmen in relation to complaints that have surpassed stage 2
Handling up to stage 2 complaints and liaising with the Director of Customer Services in relation to further escalation
Ensuring any complaints are responded to or resolved within the relevant guidelines
Identifying how the team can improve and monitor performance
Ensuring accurate information is taken and is present to the ombudsmen
Experience required:
Experience required in Social Housing
Experience working with an Ombudsmen
Skills, knowledge and expertise required:
Able to implement service improvement plans
Confidence in liaising with MPS and Councilors
Working hours:
36.25 hours per week
Monday – Friday, 9am-5pm or 8am – 4pm
Please note that you require recent experience to apply for this role.
James Andrews is acting as an employment agency and business in relation to this role.