Goodman Masson are currently working with a social housing organisation in London to recruit for an interim Complaints Manager.
Rate – £300 – £350 a day INSIDE IR35 umbrella
What you’ll do
Complaints Manager role is to ensure compliance with policies and regulations whilst fostering a culture of continuous improvement.
How you’ll do it
As a Complaints Manager, you will be the expert in resolving complex complaints and promoting service excellence. Your leadership will guide the team to maintain high standards and address complaints effectively.
Your main responsibilities will include:
- Applying specialist knowledge and experience to drive operational performance across the team
- Creating and maintaining a culture that supports high performance, accountability and professionalism
- Providing training to develop team members to develop technical expertise
- Building strong relationships with stakeholders to facilitate collaboration and partnership
- Using your expertise to make recommendations for improvements with a focus on adding value, and improving quality and customer service
- Ensuring complaints are managed in line with the housing ombudsmen’s Complaint Handling Code, by project managing the team to provide high quality responses
The Ideal Candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.
Essential
- Experience in managing complex and high volume complaints
- Experience in interpreting and applying complex legislation and regulations to particular situations, and the ability to engage in debate about these issues
- Proven ability of managing a high performing team, setting goals and clear objectives
- Excellent verbal and written communication and interpersonal skills
- Confident and proactive approach to problem-solving
If this role is of interest, please email over your CV to billy.york@goodmanmasson.com
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