A place to make things happen

Location: Peterborough

Salary:38891 per annum

Permanent 35 hours per week Monday Friday 9am to 5pm.

Thousands of families across the country rely on us for a safe affordable home. And as the housing crisis deepens the work we do has never been more important.

Its this belief - that everyone deserves a place to call home - that drives everything we do. Together we find new ways to understand and champion our customers support them and drive positive change.

For a career that means more and makes a meaningful impact on society this is the place to be.

About the role

In this role you will be accountable for leading the Complaints Resolution Partners to deliver a high-quality complaints service that prioritizes the customer experience. You will ensure the team meets performance targets is compliant with the Complaint Handling Code and continuously strives for improvements. Through strong leadership coaching and collaboration with internal teams and stakeholders you will help the organisation build trust with residents ultimately transforming complaints into positive outcomes for all parties involved.

What Youll Be Doing:

• Leadership: provide day to day leadership and support to the Complaints Resolution Partners ensuring that all customer complaints are managed brilliantly and in line with our policies and procedures
• Quality Assurance: Ensuring that your team consistently operates to a high standard you will drive quality and ongoing improvements through a strong quality assurance framework
• Coaching and mentoring: through constant support coaching and mentoring of your team you will drive a high-performance culture where colleagues are empowered to take ownership and innovate when managing complaints
• Drive Compliance: The Housing Ombudsmans Complaint Handling Code is critical and you will drive this by overseeing the collection and preparation of evidence for any ombudsman investigations
• Escalation point and complex complaints: you will act as an escalation point for your team where required and manage Stage 2 complaints ensuring they are handled in line with our Policies and Procedures

To view/download the full job description please clickhere.

Salary

The salary for the Complaints Resolution Manager is 38891 per annum for applicants who fully meet the requirements of the post. Applicants who do not meet all the requirements of the post will start 5% or 10% below the spot salary.

About you

Motivated driven by doing the right things for customers and an outstanding verbal and written communicator. As a minimum youll bring:

• Proven leadership and management skills with experience in coaching and motivating teams
• Strong organisational skills and the ability to manage multiple priorities
• Strong experience of delivering excellent customer service and a deep understanding of the customer experience
• Ability to liaise with a wide range of internal and external stakeholders to achieve high service standards
• Strong problem-solving skills with the ability to resolve complex and sensitive issues
• Proficiency in Microsoft Office and other IT systems relevant to the role

Complaints Resolution Manager Interviews

We want your candidate experience to reflect who we are -aplace to grow a place to thrive a place to be you.

Stage 1: A Place to Connect
A call with the hiring manager. Youll learn more about the role and team and well get to know you your experience goals and what you bring.

Stage 2: A Place to Show Your Strengths
For Stage 2 interviews you will be asked to complete a Congruity questionnaire so we can get to know you a little better. We will then carry out a competency based interview and explore anything relevant from the Congruity questionnaire.

We aim to make the process clear supportive and genuinely valuable a place where you feel informed and confident at every step.

A place to build a future

We have big ambitions. That means we need people who are driven to succeed and eager to grow. Here youll have the opportunity to learn new skills thrive in our collaborative environment and take your career in different directions. We also support your health and wellbeing with 28 days of holiday plus bank holidays (pro rata for part time)an extra day to celebrate your birthday and the option to purchase moreaccess to an online GP gym discounts and a dedicated day to volunteer for a cause that matters to addition to all of the above as a colleague in our Peterborough office you will also benefits from a free on site gym!

And because we believe in supporting you nowandin the future this is a place to plan for your futurewith access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice helping you save more efficiently. We also provide life assurance at three times your salary for all colleagues giving you added peace of mind.

If you require reasonable adjustments to any part of our recruitment process please let us know we will ensure requirements are met.

Please dont delay in submitting your application. Where roles are urgent or we receive a high volume of applications we may interview and conclude the process prior to any closing date indicated.

If you have any queries about the role please email:

Please note candidates must have current eligibility to live and work in the UK Accent do not currently hold a sponsorship license.

If youre looking for a place you can make a positive difference to society to our organisation and to your future apply now.

Recruitment Agencies: We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.