Complaints Team Leader

MMP Consultancy are working with a fantastic organisation to recruit a Complaints Team Leader to join them on a temporary contract based in South East London.

Salary Equivalent: 48,314 Per Annum

Please note, this position offers Hybrid working.

Responsibilities:

Lead the Complaints team, supervising the day-to-day operations of the team and acting as the line manager for the Officers.
To lead day-to-day engagement with the Housing Ombudsman's Service
To impartially investigate, and resolve complaints received, in accordance with our internal policies, procedures, and regulatory obligations.
Assist services to resolve issues and promote shared learning, leading to service improvements.
Ensure the client meets its statutory obligations in handling complaints and that the Housing Ombudsman Complaint Handling Code is adhered to.
To embody values of customer at the heart, appreciating difference, responsible and accountable, and empowering people
Consistently and impartially apply the clients' complaints policies and procedures and maintain comprehensive knowledge of other internal policies and procedures, as well as industry guidance and best practices as required to investigate and resolve complaints.
Exercise good judgement and reliably seek advice from colleagues in cases of uncertainty.
Manage the caseload of the complaints team, assigning some cases to the Complaint Investigation officers, and taking responsibility for others, as required. Utilising all available systems and reports to ensure that cases are responded to within deadlines and that the complaints team meets its KPI targets.
Communicate clearly, reliably, accurately, and professionally with residents, colleagues, senior staff, and external stakeholders, and act as the complaints ambassador with vested parties and engaged stakeholders
Maintain clear and accurate records, notes, and case files for all cases, ensuring all systems are up-to-date and accurate, and undertaking regular quality assurance checks to ensure policies and procedures are being correctly applied and to improve quality of responses.
Keep the Complaints Manager regularly appraised of developments with complaints, risk profile, highlighting serious cases at the earliest opportunity.Requirements:

Proven background of working in a complaint's investigation team in a similar role including training staff from across the organisation on complaints handling.
Experience of delivering results through teamwork
An awareness of the challenges facing housing associations and their residents
An understanding of the Housing Ombudsman Complaint Handling Code
Ability to manage and develop a team
Able to organise, prioritise and plan workloads for self and colleagues to meet deadlines and targets, in a demanding, high volume, customer facing context
Excellent written & verbal communication skills, with ability to challenge, influence and persuade others
Excellent IT skills, familiarity with MS Office (Word, Excel) and demonstrated ability to quickly learn and adapt to new systems