Dec

19

Complaints Lead / Manager – Housing Repairs

December 19, 2025 | Comments Off on Complaints Lead / Manager – Housing Repairs

CONTRACT ROLE

Exciting Opportunity for a Complaints Lead / Manager
Working with a Large Housing group in North West London
Long term contract to permanent

Hybrid Position - Rate negotiable

Must demonstrate experience of successful management of complaints and housing ombudsman code and LGSCO in local authority / housing sector

The role will involve monitoring KPIs (key performance indicators) and work to improve relationships between operational teams and clients/customers to meet or exceed contractual KPIs and internal SLAs, for operational performance

Experience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software's .

Essential:

  • Knowledge of Health & Safety legislation, and statutory requirements in relation to the role
  • Good understanding of Social Housing Building Maintenance and customer satisfaction.

Other key duties include:

  • Monitoring quality, ensuring our reporting systems are fully up to date and audit-able and that the correct procedures have been followed;
  • Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;
  • Monitoring performance dashboard to ensure the schedulers are achieving their utilisation targets and taking appropriate and timely action where targets may be missed
  • Provide leadership to the team through effective coaching, mentoring, 121s and team meetings.
  • Ensure team members understand their role and areas of responsibilities.

Requirement

  • Senior/Head of service role within a customer experience, customer resolutions and allocations within social housing - and ALMO experience is desirable
  • Experience of social housing regulation and working within the Housing Ombudsman complaint handling code
  • TSMs and increasing satisfaction
  • Customer Excellence accreditation
  • Working with the Board Member responsible for complaints
  • Strategic oversight of delivering the customer experience and meeting the Consumer Standards relevant to the customer experience
  • Working with Senior Leadership Team across SHP
  • Providing assurance reporting and management information to Board, the Client and the executive team

Desirable for candidate:

  • Excellent communication skills
  • Strong interpersonal skill working with people at all levels
  • Analytically skills to interpret data and monitor trends
  • Strong customer focus and excellent telephone manner
  • Leadership skills and the ability to motivate and develop staff

This role will be supporting new processes and working closely with management to achieve a strong and happy environment across the board.

If you would like to be considered please submit a CV or call 02073487000

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