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Feedback Team Leader

LA Recruiters
Job LocationLondon
EducationNot Mentioned
Salary19.00 - 24.00 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

Our local authority client has a 3-month contract vacancy (with the possibility of extension) for the role of a FEEDBACK TEAM LEADER, details as followsJob PurposeThe Feedback Team Leader has to provide effective management of the Feedback Team, ensuring all staff are recruited, trained, managed, appraised, supported and developed in accordance with internal and statutory procedures The Feedback Team Leader is accountablefor leading and managing a team of Feedback Officers in the delivery of an excellent joined up service to complainants and the effective resolution of complaints through a thorough investigation to resolve enquiries at first point of contact will provide apositive customer experience.Responsibilities

  • To deliver a range of motivational performance management activities to effectively manage staff to ensure that they meet assigned personal key performance indicators and personal development plans
  • To monitor performance against the agreed key performance indicators and Customer Service Standards and take remedial measures where necessary ensuring the Customer Relations Manager is kept fully informed
  • To ensure the smooth running of the Team by maintaining adequate staff cover at all times, monitoring absence levels and completing Return to Work Interviews in line with procedure
  • To deliver a case management approach to the delivery of complaints ensuring the case is investigated, a resolution is put in place in accordance with policies and procedures and the customer is kept fully informed including completing customer satisfactionsurveys
  • Provide a high quality customer focused and jargon free written response within deadline
  • Provide training to improve feedback performance across the business and assisting with the induction and training of new staff
  • Work with Councils Central Feedback Team, ensuring provides information and effects resolution in a timely way for Stage 2 and Ombudsman enquires.
  • Handle complaints and enquiries from members of the public, elected Members, MPs and deal with them in a professional and caring manner
Essential Requirements
  • Proven ability to lead, manage and motivate a team of customer focused officers in the delivery of a front line service to achieve performance objectives
  • Experience of investigating and responding to complex, serious and sensitive complaints/members enquiries
  • Experience of logging and tracking work and managing processes
  • Experience of analysing data from multiple sources and systems
  • Experience of managing a complex workload and delivering to challenging performance targets
  • Good understanding of social housing and the associated challenges faced
  • Good understanding of issues relating to complaint management and resolution
  • Good understanding of issues relating to Freedom of Information and Data protection subject access requests
If you have the necessary experience and qualifications to fulfill this role, please submit your CV ASAP.

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