Exciting Opportunity for a Complaints ManagerWorking with a Large Housing group in NW LondonLong term contract to permanent Managing a team of 6 of complaints officer Hybrid PositionThe role will involve monitoring KPIs (key performance indicators) and work to improve relationships between operational teams and clients/customers to meet or exceed contractual KPIs and internal SLAs, for operational performanceExperience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software''s . Essential:Knowledge of Health and Safety legislation, and statutory requirements in relation to the roleGood understanding of Social Housing Building Maintenance and customer satisfaction.Other key duties include:Monitoring quality, ensuring our reporting systems are fully up to date and audit-able and that the correct procedures have been followed;Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;Monitoring performance dashboard to ensure the schedulers are achieving their utilisation targets and taking appropriate and timely action where targets may be missedProvide leadership to the team through effective coaching, mentoring, 121s and team meetings.Ensure team members understand their role and ..... full job details .....