Job Description

Housing Complaints and Service Improvement Manager
Location: East London
Type: Temp ongonig
Rate: 325.86 Umbrella
Hours: 36 hours per week

Social Housing Experience Required

Daniel Owen are proud to be representing a well-known client based in the East London area, who are looking for a highly skilled Housing Complaints and Service Improvement Manager to join their team.

• Experience of managing within a complex / high volume complaints handling environment or equivalent.
• Experience of working within housing services.
• A good understanding of the Housing Ombudsman's Complaint Handling Code.
• Lead and develop an exceptional complaints and enquiries service, prioritising customer experience and ensuring compliance with the Housing Ombudsman's Code.
• Design and implement a continuous service improvement framework, using all sources of resident insight data and sector good practice to deliver a programme of insight driven improvements, ensuring operational services are compliant with regulatory requirements.
• Implement mechanisms to identify systemic issues and emerging trends, identifying root causes of issues and working with service leaders to apply learning and implementing service improvements, improving the service from the customer perspective.
• Building a strong culture of 'resident first', ensuring that residents are supported when making complaints and positive resolutions are reached.
• Manage responses to complex professional or politically sensitive issues within the area of responsibility.
• Build and sustain effective relationships with all internal and external stakeholders. Work in partnership with internal and external contacts to develop and maintain joint working and promote the client position.
• Strong analytical skills to identify trends, conduct root cause analysis and drive continuous improvement initiatives.