Complaints and Feedback Manager

Complaints and Feedback Manager Rochdale£44,821RBH currently have an opportunity for an experienced Complaints and Feedback Manager to join their Customer Experience team. We are looking for someone who is tenacious and likes to find resolutions for our customers to help us listen, learn and act on feedback. You will be accountable for resolving complaints and promoting service excellence and your leadership will guide the team to maintain high standards and address complaints effectively.This is a critical role within RBH and you will be accountable for the operational governance of complaint handling, mitigation of reputational risk, compliance against regulatory and statutory requirements that include the Housing Ombudsman''s Complaints Handling Code and performance against the relevant Tenant Satisfaction measures.You will own the relationship with The Housing Ombudsman Service at an operational level, ensuring that we provide quality information and respond within timescales, and apply any learning / carry out any required activities.You will be working across the business to support colleagues to create a culture that drives accountability and collective responsibility and provide assurance that we are learning from complaints and ensure that we keep customers informed about how we have changed our service delivery as a result of their feedback.Key Areas of Work:To provide clear leadership to the Complaints Team, ensuring a high-quality complaints service is delivered ..... full job details .....