Complaints Team Leader

Job Description

Complaints Team LeaderSalary: PO1 - £33,324 per annumLocation: Haringey, North LondonContract: FTCEnding March 2023Hours: 36 hours per weekAbout the role:The main objective of the role is 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 proceduresThe post-holder is accountable for 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 Homes for Haringeys Feedback scheme, who, using a widerange of technologies to investigate and resolve enquiries at first point of contact will provide a positive customer experience.About you The successful candidate will have the knowledge and experience of the following:

• Delivering change
• Quality analysis and checking
• Report writing
• Investigation
• Case management

Duties and 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 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.
• Work with Haringey Councils Central Feedback Team, ensuring Homes for Haringey 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.
• Ensure stakeholder expectations are managed and remedial action takes place, escalating through appropriate channels when this is not forthcoming.
• Analyse and report on all aspects of customer feedback and elected members enquiries about Homes for Haringey, identify learning points and make recommendations to prevent reoccurrence and improve service delivery.
• To champion an environment of continuous improvement where customers are able to influence our services by passing feedback and making suggestions on how are processes, procedures and policies can be amended to provide a better experience.

Essential Experience

• 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.

Knowledge and skills

• 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
• Proven ability to communicate clearly and effectively at all levels both orally and in writing
• Ability to understand team performance reports; identify and take appropriate action
• Proven ability to maintain excellent customer focus under pressure
• Demonstrates the level of administrative skills, literacy, numeracy and IT literacy required to deliver the role effectively
• Demonstrable commitment to equality & diversity in service provision

About usHomes for Haringey is an Arms Length Management Organisation (ALMO) of the London Borough of Haringey. We are firmly committed to working collaboratively toward building a spirit of team working in which innovation is encouraged and individuals can thrive.We are committed to developing our employees and provide a wide range of learning and development opportunities, flexible working, generous leave entitlement, and access to the Local Government Pension Scheme.You will need to provide a CV and a Supporting Statement to be considered for this vacancy.The closing date for completed applications will be Monday 15th November 2021.

• Contact: Tia Perry
• Job ID:REF-3U-U1KIKP9