Complaints And Engagement Manager

Organisation: Derby Homes

Hours: 37 hours per week

Contract type: Permanent

Location: London Road

At Derby Homes, we believe in transparency, accountability, and continuous improvement, and we are committed to listening to our customers and addressing their concerns. As we continue to grow and expand based on new Consumer Regulation, we are seeking a talented and experienced Complaints and Engagement Manager to join our team and lead our efforts in managing Complaints and engaging with our customers.

As the Complaints and Engagement Manager, you will play a pivotal role in managing complaints from our customers, as well as developing and implementing strategies to enhance corporate engagement and increase satisfaction. You will lead a team responsible for addressing complaints in a timely and effective manner, while also using customer feedback to build and maintaining strong relationships with our customers. This role requires a combination of customer service skills, relationship-building abilities, and strategic thinking.

If you are passionate about strong and robust customer service, relationship-building, and driving positive change based on customer feedback, we encourage you to apply for this exciting opportunity.

Derby Homes has a national reputation for its excellent services which we know are down to our valued workforce. In return for their hard work we strive to be an employer of choice. We have a range of excellent terms and conditions, including flexible working, work life balance, local government pension scheme, employee health initiatives and green travel options.

To apply for this role, please outline in your application how your skills and attributes align to the person specification.

Please use the links below to download supporting information. Before you fill in the application form please read the guidelines on filling in the application form

Job description

Person specification

Equality, Diversity & Inclusion

We are a fair and inclusive employer and welcome applications from people from all backgrounds. We recruit for diversity and value difference. As many of our roles can now be home-based, we are able to offer more opportunities for people who need this facility.

We are proud to be a Disability Confident Leader. If you are a disabled person, you have the choice to apply under our Guaranteed Interview Scheme so long as you demonstrate that you meet the essential requirements for the job.

We feel it is essential that we recruit a talented workforce that is as diverse as the community we work for.

Please let us know of any individual requirements or reasonable adjustments you may have during the application, interview, or onboarding process and we’ll do all we can to help. We strongly believe in social understanding of disability and for us it’s all about removing barriers to equality.

If you have any questions regarding this vacancy or are having difficulty applying, please contact our Recruitment Team on 01332 640844 (Relay UK - 18001 01332 640 844) or at recruitmentteam@derby.gov.uk. https://www.derby.gov.uk/signing-service/

The closing date for this vacancy is 10th June 2024 at midnight. Any application forms received after the closing date will not be accepted.

If you have been selected for interview you will hear from us prior to the interview date. Interviews will be held week commencing 24th June 2024.

For an informal discussion about this role, please contact Holly Johnson, Head of Quality and Consumer Regulation at holly.johnson@derbyhomes.org or 01332 888418