Complaints & Feedback Manager Stretford, Manchester Housing Association 6 Months 35 hours £34.77 LTD / £29.64 PAYE (inc hol) Are you an experienced Complaints & Feedback Manager looking for a new opportunity in the housing sector? Our client, a leading Housing Association, is seeking a skilled professional to lead and manage customer complaints and feedback processes, ensuring continuous service improvement.THE ROLE As the Complaints & Feedback Manager, you will be responsible for managing the end-to-end complaints and feedback process, ensuring compliance with policies and driving improvements in customer service.
Act as the first point of contact for tenancy, leasehold, and scheme management issues.
Oversee complaints handling, ensuring timely and fair resolutions.
Conduct compliance and health & safety checks across schemes.
Support customers in sustaining their tenancies and maintaining independence.
Work with external agencies and internal teams to improve customer service.
Monitor and manage social alarm systems for Independent Living Schemes.
Encourage resident engagement and participation in community activities.
THE CANDIDATE The ideal candidate will have previous experience in a similar Complaints & Feedback Manager role within the housing sector.
Strong understanding of housing management and tenancy law.
Experience in customer complaints handling and resolution.
Knowledge of health & safety, safeguarding, and compliance regulations.
Excellent communication and stakeholder engagement skills.
Ability to work flexibly and travel between sites as required.
THE CONTRACT
35 hours per week, Monday - Friday.
6-month contract.
£34.77 per hour LTD company rate.
The PAYE equivalent is £29.64 per hour, inclusive of holiday.
HOW TO APPLY To apply for this role, please email a copy of your CV to lee.mcmillan@servicecare.org.uk or call 01772 208966 01772 208966 to discuss the role in more detail! If the role is more suited to someone you know, we offer a £250 referral bonus for every successfully referred candidate ....Read more...
Type: Contract Location: Trafford, England
Start: ASAP
Duration: 6 months
Salary / Rate: £29.64 - £34.77 per hour
Posted: 2025-02-21 12:22:29
Complaints Investigator Location: London, W6 9EA Salary: £26.77 per hour (LTD) Hours: 9:00 am - 5:00 pm, Hybrid (minimum 3 days in the office) Contract Type: Temporary (Inside IR35) About the Role: We are recruiting a Complaints Investigator for A housing association, working within the Customer Insight and Experience team under the Operations Directorate.
This is a vital role in ensuring excellent customer service by investigating and resolving complaints fairly and efficiently.
Key Responsibilities:
Investigate and resolve complaints within regulatory timescales and deadlines.
Take full ownership of complaints, conducting comprehensive investigations and providing timely updates to customers.
Deliver high-quality written responses, ensuring regulatory compliance in complaint handling.
Manage complex and ongoing complaints, preparing thorough documentation for Stage 2 reviews.
Provide exceptional customer service via correspondence, phone, or in-person interactions.
Process and issue compensation payments adhering to service standards.
Maintain accurate and detailed records on the CRM system for all customer interactions.
Requirements:
Experience in complaint handling, preferably within housing or a similar sector.
Strong written and verbal communication skills.
Ability to manage multiple cases and meet strict deadlines.
Proficiency with CRM systems and a customer-focused approach.
Why Join Us? We are committed to delivering an outstanding customer experience.
By joining our team, you'll contribute to a fair and resolution-driven service that meets the needs of diverse communities.
Complaints Investigator Location: London, W6 9EA Salary: £26.77 per hour (LTD) Hours: 9:00 am - 5:00 pm, Hybrid (minimum 3 days in the office) Contract Type: Temporary (Inside IR35) About the Role: We are recruiting a Complaints Investigator for A housing association, working within the Customer Insight and Experience team under the Operations Directorate.
This is a vital role in ensuring excellent customer service by investigating and resolving complaints fairly and efficiently.
Key Responsibilities:
Investigate and resolve complaints within regulatory timescales and deadlines.
Take full ownership of complaints, conducting comprehensive investigations and providing timely updates to customers.
Deliver high-quality written responses, ensuring regulatory compliance in complaint handling.
Manage complex and ongoing complaints, preparing thorough documentation for Stage 2 reviews.
Provide exceptional customer service via correspondence, phone, or in-person interactions.
Process and issue compensation payments adhering to service standards.
Maintain accurate and detailed records on the CRM system for all customer interactions.
Requirements:
Experience in complaint handling, preferably within housing or a similar sector.
Strong written and verbal communication skills.
Ability to manage multiple cases and meet strict deadlines.
Proficiency with CRM systems and a customer-focused approach.
Why Join Us? We are committed to delivering an outstanding customer experience.
By joining our team, you'll contribute to a fair and resolution-driven service that meets the needs of diverse communities. ....Read more...
Type: Contract Location: Hammersmith and Fulham, England
Salary / Rate: £26.77 - £28.77 per hour
Posted: 2025-02-18 10:40:27
