Complaints Manager / Root Cause Analysis / Complaints / Compliments / Continuous Improvement

Complaints Manager / Root Cause Analysis / Complaints / Compliments / Continuous Improvement / Social Housing
Salary - £31,110 - £32,500
Location – Stafford or Shrewsbury, with travel between sites required
Permanent, 37 hours per week

The Housing Plus Group is a strong, resilient and effective provider of homes and care services throughout Shropshire and Staffordshire, with 12,000 homes, 25,000 customers and 600 employees. The Group has ambitious plans to build more homes and provide even better choice for our customers and communities.

As our Complaints Manager,  you will develop and implement a framework for effective complaint management, investigation, root cause analysis and learning lessons from service issues. Assisting in the development of, and responsible for the implementation and delivery of Complaints and Compliments strategies and policies across the Group.

Ensuring that all customer complaints are thoroughly and fairly investigated within agreed service standards, you will make sure complaints are effectively managed, working with other teams to turn insight into action where necessary.

We’re looking for the right candidate to have proven experience of delivering high-quality complaints management and continuous improvement (qualification desirable), along with the experience of effectively managing a team and evidence of setting/achieving challenging team objectives. With your commitment to the highest levels of customer service and championing the customer throughout the organisation, you’ll have the ability to analyse how results and interpret them so that the appropriate actions can be taken. Further to this experience in the planning and delivery of Key Performance Indicators.

Closing date: 17/09/2018
Interviews: W/C 17/09/2018