Complaints Team Leader
- Posted 01 February 2023
- Salary £38,207
- LocationSunderland
- Job type Permanent
- Discipline Contact Centre
- Contact NameStephanie Foley
Job description
We have a unique opportunity for an experienced Complaints Team Leader to join a large provider of social housing based in Sunderland.
You will lead a small team of Tenant Voice Business Partners to handle Level 1 complaints and personally handle complex Level 2 complex complaints.
In this role, you will work closely with tenants to resolve their complaints within the agreed deadlines as well as increase tenant engagement and satisfaction. Working closely with the Complaints Manager you’ll use tenant feedback to drive service improvements across the business.
In addition to a basic salary of £38,207, you will benefit from flexible working, 29 days annual leave + BH, and an excellent benefits package. You’ll work 36 hours per week over 4.5 days between the hours of 08.30 am - 17.00pm Monday to Thursday, and 08.30am – 12.30pm Friday.
Responsibilities:
Lead a small team in a complex and regulated environment
Develop your team’s performance through monthly 121s and ongoing training and coaching
Empower, motivate, and lead your team
Accurately analyse complaint data to identify trends and themes to produce reports, reduce complaints and enhance tenant journeys
About you:
Demonstrable experience working with complaints, ideally within a social housing or property services
Experience leading and supporting a team
Experience working in a fast-paced environment
Ability to work under pressure, manage your time effectively and work on your own initiative
Excellent analytical, decision making and problem-solving skills
Excellent communication skills at all levels
If this sounds like the next step in your career then ‘apply now’ and a member of our team will be in touch.
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