Complaints & Resolution Manager
£47,175 pa - 35 hours
About the Role
The Complaints and Resolution Manager is responsible for leading and developing Hightown's customer focused service to ensure the delivery of a robust complaints handling service, driving high levels of performance and continuous improvement.
The Manager will lead on ensuring Hightown's continuous compliance with legal and regulatory requirements in relation to complaints management, and the design and delivery of the service to reflect best practice and our commitment to high quality service delivery and empathy. The Manager will track, monitor and analyse complaints data, identifying any patterns or themes and developing strategies to improve performance and provide regular reports to Hightown's Board and Executive team.
The successful candidate will be responsible for:
To oversee and ensure Hightown's compliance with the Housing Ombudsman Service's Complaints Handling Code, and to be the lead point of contact for the Ombudsman service.
To carry out Hightown's annual self-assessment against the Ombudsman's Complaints Handling Code, and lead on drafting the Annual Report and Service Improvement plan, ensuring all submissions to the Ombudsman are completed by the deadline.
To manage and motivate the Complaints and Resolution Officer to provide high quality customer-oriented services.
To provide knowledgeable advice, direction and support to the Complaints and Resolution Officer, ensuring that they receive appropriate training and that their development needs are met, setting improvement targets and undertaking regular supervisions and appraisals in line with Hightown’s staff management practices.
To assist effectively with persistent complainants or complaints who may demonstrate challenging behaviours.
All applicants must hold a valid UK driving licence and have access to a vehicle.
About Us
Hightown is a charitable housing association transforming thousands of lives every year. We do this by building hundreds of much needed new homes and providing care and supported housing services for a wide range of people. We have high ambitions, a principled approach and a dependable, flexible team that delivers.
We currently manage over 8,000 homes and employ over 1000 full and part time staff from our head office in Hemel Hempstead. We have an annual turnover of £120 million and a development programme that will deliver around 500 new affordable homes each year.
The Benefits
We offer a range of benefits which include:
Generous annual leave allowance of 33 days per year, including statutory bank holidays, rising to 35 days with service
£47,175 pa for a 35 hour a week contract
Regular support from your line manager and colleagues
Annual bonus based on satisfactory performance (Dependant on start date and contract length)
Monthly attendance bonus on top of your basic salary
Annual salary and cost of living review
Commitment to health and wellbeing with the Five Ways to Wellbeing
Ongoing professional development and support to deliver outstanding support
Workplace pension scheme and life assurance of three times your annual salary
Refer-a-friend scheme: Earn a £130 bonus for each friend you refer to work for us
Friendly and supportive team environment
Employee assistance helpline
Mileage paid for car usage
Well-equipped on-site gym
Closing date: Wednesday 24th July 2024
Interview date: Friday 2nd August 2024
We are an Equal Opportunities & Disability Confident Employer.
To stay safe in your job search we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the SAFERjobs website for information on common scams and to get free, expert advice for a safer job search