Housing Complaints Resolutions Manager

​We are currently working in partnership with a Council in Surrey, who are recruiting for a Housing Complaints Resolution Manager on a temporary 7-month contract until March. The position is due to start on Monday 14th September. The hourly rate of pay is £54 via an Umbrella company.

The ideal candidate will have significant experience of managing complaints, investigations or customer feedback within housing, local government or regulated environment.

Duties will include (but are not limited to):

· Managing a team of 3 Complaints officers

· Leading and overseeing the effective management of Stage 1 complaints, Stage 2 complaints and Members Enquiries across Housing Services

· Acting as the escalation point for complex, sensitive and high-risk complaints and Member’ Enquiries

· Monitoring performance against response time scales, quality standards and customer expectations

· Supporting managers and service teams in investigating complaints

Experience required:

· Experience of handling Stage 1 and Stage 2 complex complaints and Members Enquiries

· Experience of analysing performance data and identifying service improvement opportunities

· Experience of producing reports and presenting information to senior leaders or governance forums

Skills, knowledge and expertise required:

· Investigation and resolution skills

· Strong report-writing, PowerPoint and written communication skills

· Strong organisational and workload management skills

Rewards and Benefits:

· Hybrid working, 2 days in office

Working hours:

· Monday – Friday, 9am-5pm

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

Don’t forget our recommendation scheme: Recommend a friend or colleague to us and receive up to £100 each once they have completed 20 days in a role via James Andrews! Terms and conditions apply, contact us for details.