Freebridge Community Housing

Manager

• Own end-to-end delivery of the two-stage complaints process
• Ensure complaints are investigated and resolved within Code timescales with a professional customer service
• Lead complex, high-profile, high-risk complaints, including Stage 2 escalations, MP and Councillor correspondence, and cases with serious reputational or financial exposure
• Identify and implement best practice in complaints and correspondence handling
• Lead and develop a team of three Complaint Handlers and a Senior Complaint Handler
• Coach front-line teams on first-time resolution and support training and development
• Act as key operational contact for the Housing Ombudsman
• Ensure complaint handling and redress orders, including Housing Ombudsman determinations, are actioned, complied with and evidenced
• Chair the Lessons Learned Group and undertake root cause analysis
• Own the quality, accuracy and consistency of complaints recording and management information
• Undertake broader root cause analysis to identify development areas and drive improvements
• Support annual complaints performance and service improvement reporting for senior leaders and the Board
• Monitor complaint trends, systemic issues and organisational risk
• Manage complaint-related compensation and redress within delegated authority
• Provide advice and expertise on complaint handling best practice across the organisation

Complaints Manager

Customer Support

• Ensure accurate and timely recording and collection of service data against promises made to customers
• Use customer insight to inform understanding of the customer journey
• Act as an ambassador for continuous improvement
• Monitor services to identify weaknesses and development opportunities
• Encourage continuous customer feedback
• Oversee operational delivery of the customer experience plan
• Manage resources to ensure customer experience services meet expected standards
• Establish quality assurance mechanisms for the Customer Experience Team
• Ensure consistent, high-standard services meeting the needs of customer groups
• Embed fairness, transparency, dignity and respect within the team
• Provide clear and accessible information about services, rights and responsibilities
• Coach and inspire a high-performing customer experience team

Complaints Manager

Customer Experience Manager