Complaints Team Leader

Customer Complaints Team Leader - FTCRole Purpose: To lead a team to effectively manage our formal complaints process, ensuring timely, fair, and high-quality responses that reflect Raven''s commitment to excellent customer experience as well as maintaining compliance with the Housing Ombudsman Complaint Handling Code and driving continuous improvement through using learning from complaints to identify and embed service enhancements across the organisation in collaboration with colleagues. Key Relationships: Internal • Colleagues in the Customer Experience and Engagement Team • Customer Service Centre • Housing Team • Home Ownership Team • Income Team • Property Services Performance, Planning and Quality Teams • Responsive Repairs Team • Voids Team • Community Wellbeing and Inclusion Teams • Operational Managers, Heads of Service, Assistant Directors • Executive Director of Customer Experience • Governance Team External • Complainants (customers, leaseholders, applicants) • Housing Ombudsman Service • MPs, councillors, and advocacy groups • Contractors and service providers Strengths Matrix Levels: Raven Core Strengths Proficient People Management and Leadership Team Leader Essential Role-Specific Knowledge, Skills, and Experience: • Strong empathy and advanced conflict resolution skills to manage sensitive and emotionally charged situations effectively. • Analytical thinking with the ability to carry out root cause analysis and translate findings into actionable service ..... full job details .....