Housing Complaints Resolution Manager

£400 PER DAY
2 DAYS IN OFFICE
 
Stage 1 Complaints, Stage 2 Complaints and Members’ Enquiries · Lead and oversee the effective management of Stage 1 Complaints, Stage 2 Complaints and Members’ Enquiries across Housing Services.
 
·Monitor performance against response timescales, quality standards and customer service expectations.
 
· Ensure responses are accurate, evidence-based, empathetic and compliant with policy, regulatory requirements and corporate standards.
 
· Support managers and service teams in investigating complaints and identifying appropriate resolutions.
 
· Act as the escalation point for complex, sensitive and high-risk complaints and Members’ Enquiries.
 
· Ensure all complaint actions, commitments and service recovery measures are delivered and tracked through to completion.