Head of complaints - #2162750

As the Head of Complaints in the housing sector, you'll oversee the customer service team to ensure complaints are managed effectively and resolved promptly. This role is key in maintaining customer satisfaction and improving processes for a seamless experience.

Client Details

A housing organisation based in central London.

Description

As Head of Complaints you will:

• Manage and oversee the complaints team to ensure efficient handling and resolution of customer issues.
• Develop and implement strategies to improve complaint management processes.
• Analyse complaint trends and provide actionable insights to the leadership team.
• Ensure compliance with relevant regulations and internal policies.
• Prepare and present reports on complaint statistics and resolutions.
• Collaborate with other departments to address root causes of complaints.
• Provide guidance and training to team members to enhance their performance.
• Act as the escalation point for complex or high-priority complaints.

Profile

A successful Head Of Complaints should have:

• Proven experience in complaints management within the business services industry.
• Strong leadership and team management skills.
• Excellent communication and problem-solving abilities.
• Knowledge of relevant regulatory requirements and best practices.
• The ability to analyse data and provide actionable insights.
• Proficiency in using customer service tools and systems.

Job Offer

• Daily rate of £225 to £275, dependent on the level of experience.
• Hybrid working arrangement for added flexibility.
• Temporary position based in London.

If you're interested in this role, apply now.

People are at the heart of Michael Page. We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we'll work with you to ensure you can perform at your best.