Job Title : Complaint Resolution Team Manager
Contract Type : Permanent
Full time : 35 hrs per week
Salary : £48,450
Working Pattern : Monday-Friday
Location : Liverpool / Hybrid

For your application to be considered please ensure you complete and attach alongside your CV a Supporting Statement detailing in a few sentences why you have applied and feel you are a suitable candidate for this role

Applications may close before the deadline, so please apply early to avoid disappointment.

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.

The difference you’ll make

The role holder will provide and be accountable for a professional and responsive centralised complaint resolution service to customers that will respond directly to customer complaints, ensuring an empathetic approach at point of contact.

You will also ensure that all complaints and disputes are investigated or reviewed fairly and impartially, using an evidence-based approach.

So, who are you?

Essentially, we’re looking for someone with knowledge of the Housing Ombudsman’s complaint handling code.

You’ll need to demonstrate customer first ethos and the ability to elicit customer needs quickly and deliver to those needs, were possible

Enjoy the rewards

Working with us, you’ll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working and the chance to learn valuable new skills. We empower our people to do great work by investing in learning, personal development and technology.

If you’re the kind of person that wants to do a really great job and make a difference to our customers, we think you’ll love it here. Sound like a challenge you’d like to take on? Then get in touch and let’s talk about how you can help us transform lives and revitalise neighbourhoods.

We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work.

Job Purpose

• The Manager will create, provide and be accountable for a professional and responsive centralised complaint resolution service to customers that will respond directly to customer complaints, ensuring an empathetic approach at point of contact.
• The Manager will lead and develop the Complaint Resolution team to create a culture that encourages individual autonomy and freedom to solve customer problems.
• The Manager is accountable for the performance and delivery of the centralised Complaints Resolution Team and is responsible for the management of and continuous development of people, processes, systems and governance within the complaints process.
• The Manager will ensure that all complaints and disputes are investigated or reviewed fairly and impartially, using an evidence-based approach.
• The Manager will ensure that the team are working efficiently and effectively and in accordance with agreed performance targets, service standards and quality standards.
• The Manager will work closely with the Riverside Group Board, Committees, Executive Directors and Directors, including insurance, to ensure delivery of service improvements as a result of customer feedback.
• The Manager will act as first point of contact for Executive Complaints. The Manager will build and manage relationships with external referral channels, such as the Housing Ombudsman, Citizen’s advice and MP’s
  

Accountabilities or “What You Have to Do”

• Manage the operational performance of a team of between 8 to 12 Complaints and Early Resolution Officers to ensure delivery of complaint and dispute resolution activity to a high standard.
• Allocate casework appropriately and monitor completion of work in line with the Centralised Complaints Team and its officer’s targets to contribute to Riverside’s corporate objectives.
• Ensure that all complaints/disputes are investigated or reviewed fairly and impartially, using an evidence-based approach.
• Create a Quality Control Framework to ensure that complaints and despite resolution meets quality and service standards, and lead in quality assurance exercises.
• Ensure compliance with legal, regulatory and statutory obligations across the Centralised Complaints Team.
• Working with colleagues responsible for complaints reporting present information regularly
• To lead and continually develop the Complaint Resolution team, ensuring that they work effectively with customers and internal colleagues to ensure resolution is achieved within set timescales, in line with policy and in an empathetic and collaborative manner.
• Work closely with colleagues in the Customer Experience Squad, Business Information and Insight and other teams to ensure service improvement is a natural step alongside customer involvement and links with the White Paper, Tenancy Satisfaction Measures (TSM’s) and Consumer Standards and ensuring that actions are completed, and the impact of actions is monitored and can be evidenced
• To build and manage relationships with external referral channels, such as the Housing Ombudsman, Citizen’s advice and MP’s.
• Act as the first line of contact for the housing ombudsman, liaising and managing correspondence and communication with the Housing Ombudsman and the team
  
  

Knowledge, Skills and Experience
Essential