Complaints Team Leader

Description

Complaints Team Leader

South London | Hybrid Working

An exciting opportunity has arisen for an experienced Complaints Team Leader to join a respected housing organisation in South London.

This role will lead a busy complaints function, managing a team responsible for investigating and resolving complex resident complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code, and driving service improvement across the organisation.

Key responsibilities include:

* Managing and developing a team of Complaints Officers

* Overseeing complex and escalated Stage 2 complaints

* Leading engagement with the Housing Ombudsman

* Monitoring team performance, KPIs, and complaint handling quality

* Driving lessons learned and continuous service improvement

* Supporting operational teams to resolve complaints effectively and improve customer outcomes

The successful candidate will have:

* Previous experience leading within a housing complaints environment

* Strong knowledge of complaint handling and regulatory standards

* Excellent communication, investigation, and stakeholder management skills

* Experience managing high-volume caseloads and improving team performance xjnqpsq

* A proactive, resilient, and customer-focused approach

This is a fantastic opportunity for a strong people manager who is passionate about customer service, accountability, and delivering positive outcomes for residents.

Immediate start is available, To be considered for a virtual interview as early as next week, Please apply now, or reach out directly to Colby Robinson for further information

Ad ID: 5418372309