Complaint Resolution Manager

Ealing, W5 2AU
Up to £44,000 pa (Fixed Term – 12 months)
11 Jan 2019
20 Jan 2019
Full Time
Organisation Type
Housing association / RP

We’re looking for a customer-focused individual with energy, experience and a strong sense of purpose to join us as a Complaints Resolution Manager.

The UK has a housing problem. This affects every one of us, because housing is the foundation of the society we live in. Catalyst is part of the solution. You could be too.

One of the UK’s leading housing associations, Catalyst is here to make a purposeful difference by providing housing solutions for those who can’t afford a home without our help. We offer a wide range of homes, for rent, part ownership or purchase. By doing so, we build more than homes – we build communities. Put simply, we’re committed to our social purpose - in every part of our organisation. And, we always seek to do better. If you do too, read on.

You’ll be responsible for leading our Complaints Resolution team, managing the handling of all formal complaints, MP & Councillor enquiries. You’ll oversee instances of dissatisfaction expressed by our customers, tracking these across the organisation through to completion and ensuring that they receive the appropriate handling and care. You’ll seek to understand fully our customers’ needs, identifying and working to remove pain points, and always doing what you say you will.

You’ll also work closely with our Customer Insight team to identify root causes of complaints, ensuring that learning from complaints is used so that we can deliver an excellent customer experience every time.

You are passionate about leading teams to deliver an excellent customer experience by being easy, reliable and empathetic in the way they deal with customers and colleagues. You work relentlessly to identify and remove pain points and consistently lead others to do the same.

You’ll have significant experience in a customer services managerial role, ideally in complaints and will be able inspire, motivate and develop a front line service team. You’ll have experience working in a regulated environment and be able to think like a customer and respond in plain English. You will be able to influence stakeholders to find remedies to service failures alongside stakeholder engagement and be passionate about brilliant customer service. You’ll demonstrate great communication abilities to inform and influence at all level as well as good project management skills.

We’re a Sunday Times top 100 Best Company to Work for. We invest a lot of time and resources in our people because we know it’s our people who will drive our success. If you’d like to join us, and help make a real difference, please get in touch.

The role is subject to a basic DBS check.

Please note completed pre-employment forms must be included in order for your application to be processed.

Closing date: 20th January 2019.

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