Customer Complaints and Insight Team Leader – Housing

Customer Complaints and Insight Team Leader – Housing
£66.62 per hour
Inside IR35
3 months
London Housing Association
Hybrid working
 
Interviews to be held ASAP
 
Reporting to the People and Place Lead, you will take strategic ownership of the end-to-end complaints process, driving customer satisfaction, embedding service improvements, and delivering insights that shape organisational performance.
 
You’ll play a key leadership role, ensuring the Customer Resolutions function is responsive, compliant, and aligned with business objectives, while working closely with key stakeholders including the London Borough, Board, and the Housing Ombudsman.
 
About the Customer Complaints and Insight Team Leader role:
 

• Lead the complaints management function to meet and exceed KPI targets
• Manage and support the Customer Resolutions Co-ordinator(s), ensuring performance and compliance with SHP policies
• Oversee and optimise use of the NEC complaints module, including reporting functionality
• Use data and feedback to identify and deliver improvements that enhance customer experience and operational effectiveness
• Ensure complaints handling consistently improves customer satisfaction and delivers fair outcomes
• Lead on external accreditation’s such as Customer Service Excellence
• Conduct the annual self-assessment for the Housing Ombudsman
• Oversee complaints referred to the Housing Ombudsman and lead the organisation’s response

 
Your previous experience as a Customer Complaints and Insight Team Leader:
 

• Significant experience leading customer complaints or service resolution functions
• Proven ability to analyse data and deliver improvements in customer experience and service design
• Experience working with regulatory frameworks, including Housing Ombudsman guidelines
• A track record of building high-performing teams focused on continuous improvement
• Strong understanding of Equality, Diversity and Inclusion within a customer service context

 
If you are interested in Customer Complaints and Insight Team Leader role, please send your full CV to Nikki.

(We offer a senior referral scheme upon successful placement of your recommendation, so please get in touch if you know someone suitable.)

Our clients are committed to building a diverse and inclusive workforce and welcome applicants from all backgrounds. Reasonable adjustments will be supported throughout the application and interview process.

I look forward to hearing from you.
 

Share on linkedIn