Complaints Manager / Complaints / Customer Experience / Housing

Complaints Manager / Complaints / Customer Experience / Housing
Long Stratton
£24,000 per annum
37.5 hours per week

Saffron is a dynamic and successful housing association that finds and implements innovative solutions and aims to provide the optimum level of service to our customers. We operate in four counties within the Eastern Region, manage assets of £210m and deliver housing services to residents of over 6,000 homes.

We currently have an exciting opportunity for a Complaints Manager to be responsible for the overview and monitoring of Saffron’s response to customer feedback, including the coordination of complaints, suggestions and compliments. You will take ownership of complaints process, liaising directly with managers and other staff to ensure that the complaint is responded to and resolved, produce performance management and reports and review and implement policies and procedures.

Additionally, you will undertake root cause analysis, identifying issues and good practice in service delivery and provide reports as required. You will identify business improvement opportunities from customer feedback, including complaints, compliments and suggestions in conjunction with managers and raise staff awareness of customer feedback and the importance of this.

Our ideal candidate will be self-motivated and have previous experience of working within a customer service environment involving contact with the public and have the ability to effectively deal with changing priorities. You will have the ability to respond to all customer contact accurately and consistently in order to deliver an outstanding customer experience. Due to the nature of the service, you may be required to work outside normal working hours. You must have excellent negotiation and problem-solving skills.

Closing date: Friday 22nd June 2018.