Resolutions Lead

Location
Sale, Greater Manchester
Salary
£29,610 - £32,796 per annum
Posted
22 Jul 2019
Closes
19 Aug 2019
Ref
THTR85689
Contract Type
Contract
Hours
Full Time

Fixed Term Contract until October 2020 (Maternity Cover)

The Role:

Joining our Customer Experience Team, the Resolutions Lead will co-ordinate all complaints, compliments and MP enquiries, ensuring that these communications are responded to by the right people, in time and in the right tone.

Monitoring initial reports of dissatisfaction and resolving at first point of contact where possible, you will offer advice and guidance to assist colleagues in resolving complaints and liaise with complainants, MP’s office and other THT stakeholders, ensuring that customers are fully updated throughout investigations. Coordinating and chairing the monthly Complaints Driver meetings with the Heads of Service and Directors, you will regularly analyse trends and prepare reports whilst developing and reviewing the strategy, policy and procedures.

The Person:

We’re looking for an individual who has significant practical experience in a similar environment, possibly combined a relevant advanced vocational or academic qualification. You’ll be capable of working within a customer focused environment delivering joined up services and be an experienced leader who is comfortable working with budgets, funding and resource management.

The Trust:

Trafford Housing Trust (THT) is an independent housing company providing more than 9,000 quality affordable homes within the Trafford area of Manchester and across the North West. As a social enterprise, we are a ‘profit-for-purpose’ organisation, striving for a society transformed, free from poverty, inequality and injustice.

In April 2019 we announced that we will be joining the L&Q Group within the coming months, in an exciting deal that will see us build 20,000 new homes across the NW. This represents ambitious growth and a huge vote of confidence in THT’s team and track record.

Closing Date: 11th August 2019

This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.