Working within our clients Housing Management department as a Customer Care And Complaints Manager you will have responsibility for the day-to-day supervision and support of the Complaints Team in providing a quality complaints service. You will play a key role in the analysis of complaints data to identify trends and lessons learnt and you will implement procedures to ensure the information is shared and used to continuously improve services.
Another key aspect of the role will involve the continuous review and updating of written policies and procedures for the handling of complaints, compliments, informal complaints, MP/Councillor enquiries and compensation. As Customer Care And Complaints Manager you will be expected to provide guidance and support to colleagues when implementing the Management of Unreasonable Complainants policy, keeping accurate records to support its use.
The successful candidate for this role will have previous experience in a similar role and will be a confident communicator with a proven track record implementing change processes and instigating service improvements. Previous experience of staff supervision is essential and you will need excellent negotiation and influencing skills, with experience of resolving service-user issues.
The role is based in West London and will pay up to £250/day (umbrella). Full JD available on application.