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MMP Consultancy are recruiting a Senior Complaints Manager on a Temporary basis in South East London.

Purpose Of Job:

Ensure that Complaints are responded to across all the Repairs and Investment Services in accordance with the corporate policy and targets.
Provide advice, guidance to staff, supervisors and senior management in R&I to ensure appropriate resolution and remedy of complaints and Members Enquiries, FOIs and other correspondence
Support the preparation of complaints, review service responses and where necessary, support in the investigation of complex complaints, critically analysing evidence, including legislation, government guidance, departmental policies/procedures in order that appropriate resolution and remedy is achieved.

Key Responsibilities:

To move the service from one that focuses on managing complaints processes, to one that provides more holistic customer services and positive outcomes for residents.
Ensure that quality is embedded across the repairs and Investment Service in responding to residents and key stakeholders, working with all teams to deliver excellent customer services.
Support Customer Experience manager with gathering information for, and responding to, complaints, members enquiries, MP enquiries and correspondence
Identify opportunities to learn from complaints and feedback learning through SMT
Support the training of staff, supervisors and SMT managers in complaint handling
Work alongside the Customer Experience Manager and IT to ensure that CRM workflows reflect the relevant policy and procedure, and lead on any changes needed to improve the service