Customer Resolution Team Leader

Customer Resolution Team Leader

Salary £39,719

Location St Helens

The Vacancy

Are you passionate about delivering exceptional customer service and resolving issues effectively? Torus is seeking a dedicated and skilled Customer Resolution Team Leader to oversee our dynamic Customer Resolution Team across Liverpool, St Helens, and Warrington. In this pivotal role, you will be responsible for ensuring that our complaints handling service is efficient, fair, and thorough, guiding the team through every stage of the complaint lifecycle.

As the Customer Resolution Team Leader, you will work closely with the Service Lead for Customer Resolution and Tenant Involvement to implement our Complaints Strategy,





ensuring that best practices and key learnings are integrated across the organisation. Your leadership will be essential in driving the team to meet performance and quality standards, while also ensuring that every case is handled with impartiality and evidence-based decision-making. This role offers a unique opportunity to lead a committed team in delivering top-tier service and enhancing customer satisfaction across our communities.

This is a permanent role based in St. Helens with occasional travel to other locations across Liverpool and Warrington.

Join us at Torus and make a meaningful impact by leading a team dedicated to delivering outstanding customer service—apply today to help shape a more responsive and customer-focused future!

Responsibilities:

- Inspire, lead, manage and motivate staff within the team to ensure the provision of a high-quality complaints service.
- You will support and assist the Customer Resolution Officers in their duties to resolve Stage 1 and Stage 2 complaints ensuring the principles of dispute resolution are embedded.
- In times of high volumes ,





or for cases of a complex nature, you will respond / case manage individual cases.
- Ensure that customer vulnerability and individual circumstances are being taken into account.
- Ensure effective resolution of complaints overseeing the quality of responses to ensure a high standard is provided to the customer that meets timescales and Complaint Handling Code requirements.
- Monitor the use of goodwill and compensation payments agreed following complaint outcome.
- Support the Service Lead to ensure effective engagement and complaint handling, including MP and Councillor enquires to drive continuous improvement of services, meeting the requirements of the Regulator of Social Housing, and Housing White Paper.






- Support the Service Lead to ensure the implementation of any learning arising from the complaints process and ensure Learning Circles take place on a regular basis across the organisation to help embed the learning from complaints.
- Support the Service Lead in the Annual Review and Self-Assessment against the Complaint Handling Code including the delivery of any actions that are identified.
- Develop, deliver, measure and evaluate complaints projects, priorities and performance targets to deliver services that continually improve.
- The delivery of the complaints service ensuring that customers can complain effectively, measuring the quality and timeliness of response in conjunction with members of your team.
- Support the Service Lead to develop and maintain excellent working relationships with internal and external stakeholders,





ensuring the requirements of the Complaint Handling Code are met.
- You will support the Service Lead on improvements required for Case Management in relation to complaint handling and you will ensure that regular audits are carried out with complaint cases within the Case Management system on a regular basis.
- Ensure that performance is discussed in Meetings, 1-2-1’s and biannual Performance Reviews.
- Support the Service Lead on preparation of reports and statistical data as required for Board, Senior Management Team, and Landlord Operations Committee on KPI’s, successes, learning and improvements.
- Manage allocated budgets and other resources, achieving value for money and ensuring compliance with financial procedures and audit requirements.






- Support the Service Lead and Customer Feedback Officer to manage the relationship with the Housing Ombudsman Service.
- Support the Service Lead to monitor customer satisfaction and feedback from customers via the channels it is received and develop reports to support learning from complaints and evidence compliments received to share best practice.
- Oversight of MP and Councillor enquires to ensure responses are issued within targets.

Skills & Experience:

- Educated to degree level and/or professional qualification in Complaint Handling (CCA, ICS or similar) or equivalent demonstrable experience.
- CIH Level 4 or willingness to work towards within 12 months.
- Track record of delivering an effective complaints service.
- Proven experience of managing and motivating teams.






- Proven experience of setting and achieving performance targets relating to
- complaints.
- Track record of process reviews and delivering demonstrable improvements in customer experience
- Demonstrates the ability to work under pressure and prioritise workload to meet deadlines
- Proven experience of having worked with the Housing Ombudsman.
- Excellent knowledge of IT systems including Microsoft Office and other housing software
- Experience of the social housing sector at a management level.

What we offer:

Join our team and enjoy a wealth of benefits designed to enhance your work-life balance and well-being. Here's what we offer:

- Generous Annual Leave: Start with 25 days plus bank holidays, increasing to 30 days after five years of dedicated service.
- Family Support: Enjoy enhanced maternity, paternity,





and adoption pay, ensuring you can focus on what matters most during significant life events.
- Financial Flexibility: Take advantage of our holiday purchase scheme, Aviva pension plan, and Salary Finance for affordable loans. With Wagestream, access a portion of your pay instantly.
- Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
- Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
- Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
- Flexible Working: We champion flexible and agile working,





supporting your individual needs and preferences.
- Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
- Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.
- Social Activities: Torus has a designated social committee who organise events throughout the year aimed as supporting employees wellbeing, feeling of belonging and driving an inclusive workplace.

Interview Process:

- Candidates will undergo in-person interviews, consisting of a competency-based interview.

Additional Information:

- Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
- Right to work verification
- Qualification certificate check
- 2x Completed references
- OH Health Questionnaire – Fit For Work
- DBS check (if required for role)
- Completion of all new starter documentation including signed T&C;’s

Please note that we reserve the right to close this advert early if we receive a sufficient number of applications.

The Company

We employ more than 1,500 people in a wide variety of jobs across Liverpool City Region and in the wider North West. We don’t just build homes. Our mission is to create stronger communities so people can thrive. If you‘re passionate about people and want to make a difference, there are many opportunities to join us.

Torus is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. The Torus “A place where everyone belongs” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with Torus’ Values. We appreciate the strength we gain from having and supporting our diverse teams. Diversity contributes to our inclusive culture and allows us to be truly representative of the communities we work in.

Torus is the North West’s largest affordable housing provider and one of its biggest and fastest-growing developers and commercial contractors. We’re all about creating sustainable, stable and thriving communities – and making positive changes happen. So if you think you can make a difference and give something back to our communities, Torus is a place for you.

We are over 1,500 diverse and talented people sharing the same inspiring goal: to create a better society through providing homes people love to live in and in communities they want to be part of.

We are true professionals, who thrive in this fast-moving, challenging and rewarding environment because we know that the stronger our organisation is, the better we can benefit our customers and colleagues alike.

Every single one of our colleagues has unique qualities that we truly value. We embrace diversity and inclusion and invest in our people. We share a culture where our people focus on solutions, work together to achieve great results and take pride in what we do for each other and for our customers and the communities we live and work in.

We believe our people deserve the opportunity to explore their potential. That’s why we encourage and support everyone at Torus to be the best they can be. We are Torus. We are building the future.

We Own it – Our people focus on solutions. We take individual and collective responsibility for our actions.

We Care – Our people are supportive. We take pride in what we do for each other and for our customers.

We Deliver – Our people are committed. We work together as one team to achieve great results.

We are Torus!

Generous Annual Leave up to 30 days Annual Leave, Plus Bank Holidays

Enhanced Maternity / Paternity & Adoption Pay

Health & Wellbeing Support

Happy to Talk Flexible / Agile Working

Internal Reward and Recognition

Professional Study / Development Opportunities

For any further information in relation to this vacancy or any other vacancies advertised with the Torus Group please contact us using the following email address - *******@torus.co.uk.

Documents

Torus JD AND PS .pdf - Download

▶️ Customer Resolution Team Leader
🖊️ Countryside Properties
📍 St Helens