Housing complaints resolution lead

BDS Recruitment are working with a well respected Housing association in Manchester to recruit a Housing complaints resolution lead.

This is a hybrid role with a requirement for 2 days in the office

Contract: temporary ongoing

Salary: From 45K

The ideal candidates will have senior customer experience within social housing within contact center and complaints management, service improvement, and regulatory assurance. You will be able to lead on both stage 1 and stage 2 complaints as well as having experience with housing ombudsman cases and providing performance insight to boards and senior leadership.

Key duties:

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• Lead for complex and high-risk complaints, including Housing Ombudsman cases, providing robust assurance on fairness, compliance and outcomes.

• Escalation point and organisational expert on the Complaints Handling Code, working with managers across the business to strengthen consistency.

• Responsible for presenting findings, risks and learning to the Executive Team on stage 2 responses to provide assurance and drive service improvement.

• Undertake an end-to-end review of the complaints service and performance data and customer insight, producing actionable recommendations presented to Executive Leadership and Board.

• Lead customer scrutiny panels and customer feedback sessions to gain insight.

• Embed service improvements, including revised response times, strengthened quality assurance, enhanced correspondence, and organization-wide training to support a consistent right-first-time approach.

• Manage the life cycle of the complaints process in line with the Housing Ombudsman Code

• Produce regular performance insight reports, identifying trends, systemic issues, and opportunities for continuous service improvement.

• Work collaboratively with internal teams to resolve complex issues and improve customer journeys.

Please apply now for immediate considerattion or call Vickie or Thomas to discuss further.