Service Lead - Complaints and Tenant Involvement

Join us in a leadership role as a Service Lead at Torus Group. In this position, you'll oversee two critical areas: Tenant involvement and Complaints and Service Improvement functions. Torus Group boasts a vast portfolio of 40,000 properties, generating a turnover exceeding £220 million, and an impressive asset base exceeding £1.1 billion.

Collaborating closely with Service Delivery Leads and operational teams, you'll play a central role in managing Housing Ombudsman Investigations and enquiries. As the Service Lead, you'll spearhead our centralised Complaints Team, ensuring the thorough investigation and resolution of complaints. Your expertise in complaint handling will be paramount as you drive high-quality processes aligned with industry standards.

Your responsibilities will extend to delivering exceptional customer service through complaint resolution, guided by our core principles. Moreover, you'll leverage service experience to develop robust service improvement plans, mitigating corporate risks and ensuring operational excellence.

As a champion for tenant voice, you'll lead efforts to amplify customer feedback across the Torus Group. Your role will be pivotal in shaping service enhancements based on customer insights, fostering a culture where customer satisfaction drives tenant engagement initiatives, delivering value for both our business and our customers.

Responsibilities:

• Lead, manage, and inspire team members to deliver high-quality services
• Drive effective engagement and complaint handling, including managing enquiries from MPs and councillors
• Ensure continuous improvement aligned with regulatory standards and organisational strategies
• Champion tenant voice, fostering respectful engagement and empowerment
• Collaborate with stakeholders to enhance digital engagement and innovate service delivery.
• Maintain awareness of industry developments and best practices
• Oversee complaints service, ensuring timely and quality responses
• Implement learning from complaints and facilitate regular learning circles
• Prepare reports for various stakeholders, analyse complaint trends, and mitigate associated risks
• Foster a culture of continuous improvement and compliance
• Facilitate effective communication internally and externally.
• Collaborate with performance and risk management teams to enhance service quality and value for money
• Foster a cohesive team culture, monitor customer satisfaction, and oversee budget management
• Deliver projects and programs within the service area.

Skills & Experience:

• Degree level education, or equivalent, or demonstrable experience
• Membership of CIH Level 4 or willingness to work towards within 12 months
• Excellent knowledge and understanding of relevant legislation, Housing Ombudsman determinations and best practice with the ability to translate into policy, procedure and process
• Up to date knowledge of national agenda and current policy issues in the housing sector in the field and Knowledge of the Regulatory Code in relation to the Consumer Standards.
• Evidence of implementing strategies, policies, operational plans and managing risk
• Excellent knowledge of IT systems including Microsoft Office and other housing software
• Experience of tenant and resident consultation and engagement initiatives
• Experience of managing change through combining excellent project management skills with an inclusive style to deliver intelligence led improvements.
• Demonstrable governance and financial compliance management experience to ensure robust and compliant operations.

What we offer:

Join our team and enjoy a wealth of benefits designed to enhance your work-life balance and well-being.

• Generous Annual Leave: Start with 25 days plus bank holidays, increasing to 30 days after five years of dedicated service.
• Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Take advantage of our holiday purchase scheme, Aviva pension plan, and Salary Finance for affordable loans. With Wagestream, access a portion of your pay instantly.
• Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
• Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
• Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.

Interview Process:

Candidates will undergo in-person interviews, consisting of a competency-based interview and a presentation.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification
• Qualification certificate check
• 2x completed references
• OH Health Questionnaire - Fit For Work
• DBS check (if required for role)
• Completion of all new starter documentation including signed T&C’s

Join us and thrive in a supportive environment that values your personal and professional growth.