Complaints Team Leader

Complaints Team Leader - Social Housing Repairs and MaintenanceBased in BillericayPermanent, full time position 34,500 per annumHere at Howells we are working with a leading social housing repairs and maintenance contractor to recruit a proactive and experienced Complaints Team Leader for their busy Billericay-based contact centre.This is a fantastic opportunity for a highly organised individual to take ownership of customer complaints and service improvement initiatives while leading a team of administrators handling Stage 1, Stage 2, and Ombudsman complaints.Role ResponsibilitiesOverseeing the daily administration of complaints and dissatisfaction surveys received via email, website, live chat, and Trustpilot.Ensuring all complaints are processed in line with internal procedures, including investigation by the appropriate management teams.Accurately monitoring and recording all complaints to ensure deadlines are met and progress is tracked.Providing guidance and support to operational staff, especially in handling complex or sensitive cases.Maintaining up-to-date records for Stage 1, Stage 2, Ombudsman, Aftercare issues, and dissatisfaction surveys.Supporting the development of a central feedback system for complaint tracking and ISO-compliant reporting.Liaising with staff and managers to gather information, clarify procedures, and ensure thorough investigations.Assisting with the coordination of training, such as virtual sessions and customer care workshops.Working ..... full job details .....