Housing Compliants Manager

We are currently recruiting for a Housing Complaints Manager for a 12-month interim assignment working for an established Stevenage based organisation.

The main purpose of this role will be to be responsible for customer insight, coordinating, investigating and responding to Customer complaints,

The role reports directly to the Operations Manager to ensure that there is strategic oversight on issues raised.

You will be required to respond to customers over a variety of media, face to face, telephone, e-mail, zoom etc.

Responsibilities:

To co-ordinate relevant information and write responses to respond to customer enquiries across the services delivered by Housing

Complaints will be around the relevant service area but may also cross over into other areas of the Housing and Investment service.

Working closely with the Communication Manager to agree relevant responses in the media

Draft Ombudsman and First Tier Tribunal responses in conjunction with the customer feedback team

Use customer insight and feedback and co-ordinate the analysis of information about the needs and preferences of customers

Manage a variety of systems (Northgate, Yoursay and Keystone) to optimise available information to support customer complaints

Contribute to the continuous improvement of services, through regular resident engagement and staff feedback

To build and maintain effective working relationships with customers, Councillors and officers of the Council, other local authorities, government departments and statutory bodies at an appropriate level.

To prepare reports and deliver the same to relevant meetings which could involve members and customers and any other corporate meetings.

To deal with all written correspondence in relation to the area of responsibility in a clear manner.

To manage a budget of approx. £10,000 order to provide sensible solutions and compensation where appropriate.

Ensure that a customer focused approach is taken across the service in relation to both external and internal customers, including an effective response to complaints and enquiries

Keep up to date with changes in legislation that impact the Housing and Investment operation, and use this knowledge to write accurate responses to customers.

Plus other ad hoc duties

Person Specification:

Working knowledge of Housing and all the appropriate legislation

Significant experience of dealing with complaints

Diplomatic and able to diffuse difficult situations

Excellent communication skills and able to work to tight deadlines

Benefits

Free Parking !

Weekly Pay

28 days Holiday

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.