Customer Complaints Manager: Housing Perm: Croydon

An exciting opportunity has emerged for a Customer Insight Manager to join the housing department at one of Adecco's leading public sector clients, in a full time (36 hours each week, Monday to Friday) permanent role.

Based in Croydon in South London, this role is paying an annual salary of £57,201- £59,328 and reports directly into the Head of Change, Assurance and Performance. You will directly line manage 5-7 staff, and working across the housing directorate will:

• Play a pivotal role in elevating customer satisfaction by identifying trends, and continuous improvement initiatives.
• Oversee Regulatory responses regarding complaints ensuring action plans satisfy ombudsmen.
• Co-ordinate multi-disciplinary responses for the Housing directorate
• Be responsible for ensuring statutory duties are met with regards to the Joint Complaint Handling Code as defined by the Housing Ombudsmen and Local Government Ombudsmen
• Be responsible for the effective management of complaints handling across the housing directorate and be the source of advice and assurance for colleagues when dealing with complaints
• Lead on the design and development of management information across the directorate to report effectively on Stage 1s, 2s, Ombudsmen cases and Member & Mayoral enquiries.
• Have a vital role for the organisation in preventing recurring complaints through proactive and innovative approach to ensuring lessons are learnt and corrective actions are implemented to continuously improve services and experiences of residents.
• Promote the principles of good complaint handling, dispute resolution and a learning from complaints culture throughout all levels of the organisation
• Strategic management of best practice in complaint handling, identifying high priority service improvement programs interventions, and lessons learnt
• Coach and mentor the team for positive outcomes for customers ensuring that are strategic priorities for our customers are met

The successful candidate will be required to recommend compensation to remedy complaints where required and to commission independent investigators for stage 2 and 3 statutory complaints. In addition, you will make budget decisions around staffing, and improvement projects responsible for a budget associated with compensation in accordance with the Ombudsmen code. You will also be responsible for the leadership of the customer insight team function and their outputs.

Applicants with a public sector background would be highly desirable, but this is not essential. Only applicants who are happy to work hybridly from our clients Croydon office 2-3 days each week and who can interview in June 2024 need apply.