This is a fantastic opportunity to provide leadership, motivation and management for a team of Complaints Officers, investigating and responding to Complaints on behalf of the Repairs and Investment Service.

You will be working collaboratively with Supervisors, Managers, and the Senior Management Team, responding to Complaints, members enquiries, Ombudsman and driving through our consumer standard initiatives in delivery an efficient repairs service for our residents.

Essential:

• Provide strong leadership with proven excellent knowledge of the workings of a Repairs Service, Direct Labour Organisation and Capital Investment Services.
• Outstanding understanding of Housing Ombudsman, TSMs and Freedom of Information and legislations for dealing with consumer standards.
• Excellent written, telephone and communication skills
• Provide leadership skills to monitor performance to ensure that complaints, members enquiries and Ombudsman’s complaints are responded to within the council’s published timescales.

• Strong leadership experience of driving customer service best practice and complaint resolution.
• Provide SMT support on legislations on consumer standards, ombudsman and other housing policies in the provision of properties that meet resident needs.

Other key duties include:

• Monitoring and analysing complaints and customer satisfaction surveys outcomes to utilise on common themes, ensuring that the service learns from Complaints. Produce reports to advise and recommend to senior management team on the outcomes of these activities.
• Benchmark our results against other organisations, as a tool for service improvement.
• Utilising information from satisfaction surveys to improve complaints handling.
• Ensure team are all up to date on managing complaints and consumer standards.
• Work collaboratively with Royal Borough of Greenwich’s Housing strategy services in maintaining standard legislative responses to residents’ complaints.
• Demonstration of strong understanding of Microsoft suite of packages and other reporting tools. 

For an informal discussion about this opportunity, please contact Donald Harding;    donald.harding@royalgreenwich.gov.uk