Executive Complaints Lead

Up to 34,645 pa (6 months fixed term contract )
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 an Executive Complaints Lead.

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 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 will lead the co-ordination of our response to all executive complaints, ensuring that our response to these complaints are timely, appropriate and to a high standard.

You will be acting as the lead person by co-ordinating our handling of MP/Councillor enquiries related to our ‘complex’ schemes and any other high profile complaints. You will be reporting to the Complaint Resolution Manager, and be the ‘go to’ person for all of our executive complaints.  You will also build strong relationships with key internal and external partners.

You will have experience of dealing with complex cases and difficult customers, maintaining a professional and flexible approach to resolving customer queries. Comfortable working in a fast paced and target driven environment , you will be able to meet targets and deadlines whilst working under daily pressure.

You are passionate and an enthusiastic team player with a positive and flexible approach. Proven organisation and administration skills and the ability to effectively organise own workload and deal with conflicting priorities are also required.

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.

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

Closing Date: 20th January 2019