Complaints and Feedback Manager

Complaints and Feedback Manager 

Rochdale

£44,821

RBH currently have an opportunity for an experienced Complaints and Feedback Manager to join their Customer Experience team. We are looking for someone who is tenacious and likes to find resolutions for our customers to help us listen, learn and act on feedback. You will be accountable for resolving complaints and promoting service excellence and your leadership will guide the team to maintain high standards and address complaints effectively.

This is a critical role within RBH and you will be accountable for the operational governance of complaint handling, mitigation of reputational risk, compliance against regulatory and statutory requirements that include the Housing Ombudsman’s Complaints Handling Code and performance against the relevant Tenant Satisfaction measures.

You will own the relationship with The Housing Ombudsman Service at an operational level, ensuring that we provide quality information and respond within timescales, and apply any learning / carry out any required activities.

You will be working across the business to support colleagues to create a culture that drives accountability and collective responsibility and provide assurance that we are learning from complaints and ensure that we keep customers informed about how we have changed our service delivery as a result of their feedback.

Key Areas of Work:

• To provide clear leadership to the Complaints Team, ensuring a high-quality complaints service is delivered with service standards and targets achieved (productivity, quality, and satisfaction) and a culture of learning from complaints.


• Develop and inspire the Complaints Service to embed a culture of customer service excellence. Set clear and relevant targets for the team, managing performance to achieve a high standard, using quality assurance and data analysis to identify and address areas of underperformance. To champion a positive complaints culture across RBH.


• To coach the Complaint and Feedback Officers so independent and impartial advice is always given, with strong communication to customers, from the start to the end of the complaint case.


• To undertake the completion of quality audits to identify good practice and areas for improvement, as well as training requirements.

Who we are looking for?

We are looking for someone who:

• Educated to a good standard of education or equivalent through relevant training/experience.


• Experience of resolving complaints successfully and within agreed timescales.


• Up to date knowledge of legislation, regulations and standards relating to social housing, including the Housing Ombudsman’s Complaints Handling Code


• Evidence of being results driven with strong analytical skills, demonstrable ability to identify trends and systemic issues, and experience of providing meaningful management information.


• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.


• Experience in managing complex and high-volume complaints and confident and proactive approach to problem-solving


• Proven ability of managing a high performing team, setting goals and clear objectives


• Excellent verbal and written communication and interpersonal skills to Communicate effectively with a wide range of stakeholders


• Decisive thinker and innovative decision maker with the ability to present complex issues in a clear and concise manner


• An understanding of Equality, Diversity and Inclusivity and how this is applied through our services to customers