​We have a rare opportunity for an experienced, customer-focused Complaints Team Leader to join a large provider of social housing.

As Complaints Team Leader, you will lead a small team of Complaints Handlers who deal with Level 1 complaints, and personally handle complex Level 2 complaints and MP enquiries.

In this role, you will work closely with customers to resolve their complaints within the agreed deadlines as well as increase customer engagement and satisfaction. Working with the Complaints Manager, you will use customer 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

• 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.