Information:
Job Vacancy Details
Customer Advocacy Complaints manager
Housing Association
London
Temp ⁄ up to £33,946 per annum (pro rata)
Updated March 24, 2012
The customer advocacy complaints manager for this Housing Association based in London will be responsible for delivering a "best in class" group wide customer complaints service ensuring a proactive and timely response is delivered for all complaints whilst offering strategic analysis to aid service improvement. Other responsibilities will include:
-To lead, motivate and support the business on customer complaints and issues affecting customer advocacy.
-To manage complaints handling process and procedure at a group wide level ensuring KPI's are achieved to high standards of performance; supporting and developing departmental staff in line with Group policies and business needs.
-To use root cause analysis to identify key customer trends and issues, highlighting improvements to service and process as pragmatic measurable outcomes.
-To engage with residents, internal customers, clients and other stakeholders (for example contractors) to ensure the services to customers are accessible and meet required standards and expectations; -To manage assigned budgets effectively, ensuring they deliver value for money and expected business outcomes.
-To convene the Complaints Appeals Panel and annual reviews and liaise with the Housing Ombudsman services as necessary
-To identify and manage risks associated with customer complaints such as reputational risk relating to the Housing Ombudsman and high profile cases.
-To work on key projects for service improvement which may include activities such as process re-engineering, quality assurance, problem resolution for customers and project management.
Who we're looking for
The right candidates will be able to demonstrate the following essential requirements:
Education
Degree level or equivalent (NVQ4, HND etc)
Knowledge
-High level knowledge and understanding of the needs of customers
-Knowledge of root cause analysis
-Knowledge of budget setting and control
-Knowledge of Health and Safety practices
Experience
-A proven experience of improving customer service delivery and securing excellent results
-Experience of managing customer facing teams dealing with different mediums
-Experience of developing and implementing service improvement strategies
-Knowledge/awareness of the needs of a wide range of customers
-Knowledge of the introduction of new ways of working and/or technology to enhance services and reduce costs
Skills and Abilities
-Excellent interpersonal skills
-IT literate, MS Office applications, database management
-Excellent communication and presentation skills
-Highly developed oral and written communication skills
-Able to show initiative
- Ability to analyse data and information and turn these into action plans
-Clear understanding and ability to apply principles of cross functional working and sharing of business information
About our client
Our Client is a leading Housing Association based in London.
What's on offer
up to £33,946 per annum (pro rata)
Michael Page Contact
For further info, apply or phone on 020 7831 2000.
Job Ref: 13205205
Your application will be sent to Charlie Empson.
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