Senior Complaints Manager

TN United Kingdom; London; On-site; GBP 100,000 - 125,000

Job description

We are working closely alongside a Local Authority in Greenwich to assist with the appointment of a Senior Complaints Manager, on a 6-month contract, highly likely to be extended at client's discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £19.52 - £24.69 per Hour

Summary:

We are seeking an experienced Senior Complaints Manager to oversee complaints handling within Repairs & Investment Services. The role ensures all complaints, Member Enquiries, FOIs, and other correspondence are managed in line with corporate policies and targets. The successful candidate will provide advice, guidance, and support to staff and senior management, ensuring effective resolution of complex complaints.

Responsibilities:

• Ensure complaints are handled in line with corporate policies and targets.
• Provide advice and guidance to staff, supervisors, and senior management.
• Support the preparation and investigation of complex complaints, analyzing evidence, legislation, and policies.
• Work closely with the Customer Experience Manager to ensure outcomes are communicated effectively.
• Supervise the Complaints Team in the absence of the Customer Experience Manager.

Qualifications:

• Relevant experience in complaints management within housing, repairs, or local government.
• Strong understanding of corporate policies, government guidance, and complaints procedures.
• Experience in complaints handling and resolution within Repairs & Investment Services.
• Strong analytical skills with the ability to review legislation, policies, and procedures.
• Experience managing FOIs, Member Enquiries, and formal correspondence.
• Leadership skills with experience in team supervision.
• Excellent communication skills for liaising with staff, senior management, and complainants.

Please note:

• You should be available to work immediately or at short notice.
• You should have the right to work in the U.K.