Job Overview:

The Customer Liaison Lead will be responsible for overseeing the regulatory requirements related to complaints and service improvements within the Housing Service. The Customer Liaison Lead role involves leading on complaint management, ensuring compliance with Organisational policies and procedures, and driving service improvements based on learning from complaints.

Key Responsibilities:

• Managing and overseeing the complaints process within the Housing Service, ensuring timely and effective resolution in line with regulatory standards.
• Analysing complaint data to identify trends, areas for improvement, and learning opportunities, ensuring this information is documented and acted upon.
• Preparing and submitting data returns to the housing regulator, ensuring accuracy and compliance with reporting requirements.
• Liaising with service managers and teams to ensure adherence to council policies and procedures, promoting a culture of continuous improvement.
• Developing and implementing processes to evidence service improvements resulting from complaints, demonstrating compliance with regulatory expectations.

Skills, Abilities and Experience:

• Strong analytical skills
• Attention to detail
• Ability to work collaboratively across teams to enhance service delivery and customer satisfaction.
• Public Sector Housing
• Local Authority Experience