Onward Homes is one of the largest registered providers of social housing in the North West, with 35,000 properties across the region.

We believe that everyone deserves a place to call their own, which is why we’re committed to building 400 new homes each year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference.

In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.

We are looking for a Customer Complaints Team Leader (1 post) to join our Insights team in Manchester.

Reporting to the Insight Manager you will be responsible for leading Onward's approach to managing customer complaints, ensuring that we manage complaints in line with our agreed policy framework and provide a high quality, effective service that responds to and learns from customer complaints and feedback.

You will ensure that the complaints team delivers a consistent and efficient service delivering positive outcomes for our customers and take ownership for the quality of the service and response, continuously looking at improvements and learning from the views of our customers. You will ensure that all complaints are responded to fully within the agreed timescales and targets are met and maximise the use of our complaints management system to support the delivery of an effective customer experience. You will coordinate Housing Ombudsman and MP enquiries, ensuring a timely and high quality response is delivered within agreed timescales. You will research and share best practice from across the Housing Sector and beyond.

You will produce reports to demonstrate key trends and performance, and highlight opportunities for improving service delivery. Working collaboratively with leaders across the organisation you will develop and implement recommendations for improving service delivery. You will work with colleagues and contractors to ensure they understand what is expected of them when dealing with complaints and develop and implement a feedback mechanism for our customers which demonstrates Onward’s performance in relation to complaints and feedback.

You will provide line management to the Complaints Team, managing resources to ensure that organisational and team objectives are achieved. You will be act as an escalation point, providing leadership, guidance and support.

In order to be successful you will have experience of leading, developing and maintaining an effective customer service team in a high volume and fast paced environment. You will have experience of handling customer complaints. You will have experience of using learning outcomes, data and examples of best practice to produce recommendations for service improvement. You will build effective stakeholder relationships and have excellent communication skills. You will be able to analyse data to present key findings. You will hold GSCE Level C and above in English.

All posts are recruited to the recruitment salary and movement to the confirmed salary is based on successful completion of a 6 month probation.  As well as a competitive salary and a generous annual leave entitlement, we offer a range of benefits for a rewarding career including a health cash plan, pension scheme and personal development.