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Senior Complaints Manager

Employer
Royal Borough of Greenwich
Location
Greenwich, London (Greater)
Salary
£39,855 - £42,324
Closing date
2 Feb 2025
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Job Details

This is a fantastic opportunity to manage a small team of Complaints Officers, investigating and responding to Complaints on behalf of the Repairs and Investment Service.

This role requires the ability to lead and motivate a team of 6 Complaints Officers, working alongside Supervisors, Managers, and the Senior Management Team, responding to Complaints, members enquiries and Ombudsman on behalf of the service.

Working collaboratively with services within the Council, third parties and external bodies, for example the Housing Ombudsman.

Essential:

  • Excellent knowledge of the workings of a Repairs Service, Direct Labour Organisation and Capital Investment Services.
  • Good understanding of Housing Ombudsman, TSMs  and Freedom of Information
  • Excellent written, telephone and communication skills
  • The ability to monitor performance to ensure that complaints, members enquiries and Ombudsman’s complaints are responded to within the council’s published timescales.
  • Experience of driving customer service best practice and complaint resolution.

Other key duties include:

  • Monitoring of complaints outcomes to utilise on common themes, ensuring that the service learns from Complaints.
  • Utilising information from satisfaction surveys to improve complaints handling.
  • Ensure team members understand their role and areas of responsibility.
  • Provide data to SMT on complaint volumes, common themes, and areas of development.

This role requires a degree of flexibility as you will also be supporting new processes and working closely with the wider team in Housing and Safer Communities.

For an informal discussion about this opportunity, please contact Donald Harding;    donald.harding@royalgreenwich.gov.uk

To apply please click the Apply Now link below.

Company

Why work for the Royal Borough of Greenwich?

The Royal Borough Of Greenwich supports equality and diversity in the workplace. The borough has a clear commitment to the LGBT community, mental health issues, race equality and disability.

Greenwich offers a diverse range of roles, from junior to senior positions, spanning service sectors from children’s services to engineering.

With the main council offices based in the heart of Woolwich, employees also benefit from an excellent transport links, while central London is just 20 minutes away.

Excellent benefits

  • Up to 31 days leave per year.
  • Flexible working hours.
  • Developing opportunities to maximise employee’s potential.
  • Annual season ticket loan.
  • Greenwich One Card which entitles employees to discounts at local businesses.

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