17 Oct
Service Care Solutions
London
Job description
Job Description
Job title - Housing Complaint Resolution Team Leader
Location - London, W5 or SE1 or Basildon SS13
Hybrid - 2 days in the office, 3 days from home
Contract - Temporary ongoing
Hours - Full Time 35 hours - 9 - 5
Start Date : ASAP
We are seeking a Complaint Resolution Team Leader, you will lead and support a dedicated team handling stage one or stage two complaints.
Your primary goal is to ensure that the team meets targets, complies with policies, and delivers an outstanding complaints service to customers.
You'll work closely with the team, providing training, guidance, and day-to-day advice while focusing on staff development and ensuring productivity and quality.
Duties would include :
- Provide hands-on support and guidance to team members on complaint handling and policies.
- Motivate and drive the team to achieve performance targets and department objectives.
- Regularly review team performance and identify development needs.
- Monitor productivity and ensure workloads are managed effectively.
- Serve as the escalation point for complex complaints, intervening when necessary.
- Lead training sessions and maintain high levels of team knowledge and development.
- Prepare and deliver performance reports as required.
- Collaborate with other team leaders to share best practices.
- Foster strong relationships with contractors, service area leads, and managers.
- Communicate weekly updates to the team on organisational and departmental news.
- Attend management meetings to provide updates on team performance and address challenges.
- Identify potential risks and opportunities, feeding them back through line management.
Essential criteria and experience :
- Preferred experience in housing management, but not essential.
- Proven experience leading a team.
- Demonstrated experience in complaint handling, ideally within the housing sector.
- Excellent written and verbal communication skills.
- Strong knowledge of the Housing Ombudsman Complaint Handling Code.
▶️ Housing Complaint Resolution Team Leader
🖊️ Service Care Solutions
📍 London