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The job holder will:

* Lead and administer the Complaints process to meet all KPI’s

* Lead and support the Customer Resolutions Co-ordinator/s

* Ensure the NEC complaints module is fully utilised, including the reporting function

* Provide insight reports to various stakeholders, Board, EMT and the Client

* Work in partnership with the London Borough of Sutton Complaints Team

* Identify improvements that will improve the customer experience or organisational performance

* Ensure that the Customer Resolutions Co-ordinator/s are adhering to SHP policies and business processes

* Increase customer satisfaction with the outcome of complaints and handling of complaints

* Ensure that team members are continually developing their skills and knowledge to understand customers needs and how to service them

* Lead and exercise behaviours that promote equality diversity and inclusion

* Develop positive working relationships with Councillors, MPs and the Housing Ombudsman

Key Responsibilities:

* Responsible for the Customer Resolutions Policy and Process, and annual review of the policy

* Carry out annual review of the Housing Ombudsman self-assessment

* Lead the Customer Service Excellence accreditation

* Manage and administer the Complaints Process, Councillor and MP enquiries

* Manage complaints with the Housing Ombudsman

* Manage/Lead the Customer Resolutions Co-ordinator(s)

* Provide regular reports on performance, EDI and trends using data from NEC including the Board, Performance Committee and Executive Management Team

* Analyse customer feedback, including complaints data to provide insight and identify opportunities for improvement

* Oversee service improvement from customer feedback and complaints and sector learning from the Housing Ombudsman determinations

* Deliver resident engagement and outreach initiatives based on complaints insight to shape service delivery including Equality,diversity and inclusion

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