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Complaints Team Leader

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MMP Consultancy 23.08 British Pound . GBP Per hour

2024-09-21 15:32:00

Job location Not Provided, Not Provided, United Kingdom

Job type: temporary

Job industry: Other

Job description

MMP Consultancy are looking to recruit a Complaints Team Leader to join an excellent Housing Association in South London on a temporary basis.

Key Responsibilities:

Provide support and guidance to the individuals in the team on complaint handling and policies
Drive and motivate the team to success in achieving their goals and objectives
Regularly review performance and development needs with the team members
Monitor team performance for quality and productivity
Constantly review resources and capabilities within the team to ensure workloads are being managed effectively
Escalation point for your team, speaking to customers, taking complaints over if needed or stepping in to provide guidance and support when needed
Holding regular learning and training sessions to ensure a high level of knowledge and development is maintained in the team.
Able to provide reporting and performance information whenever needed for the team
Working collaboratively with other team leaders, sharing best practice and knowledge
Drive excellent relations with contractors, service area leads and managers.
Provide weekly communication to the team on organisational and department news
Attend weekly management meetings to update on performance and challenges
Identify potential risks and opportunities and feedback though line management

Key Experience:
A good leader of people, able to bring your team with you to achieve goals and targets
Able to build relationships with customers and staff, showing a strong focus on putting customer experience first
Strong at planning and organising to ensure priorities are kept and deadlines delivered
Customer focused and passionate about delivering a great complaints service
Experience of leading a team
Demonstrable experience of complaint handling and working in a complaint environment (preferably in housing)
Excellent communication skills both written and verbal
Excellent knowledge of the Housing Ombudsman Complaint Handling Code

Inform a friend!

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