Complaints Resolution Team Leader

What we’re looking for:

• Do you have experience of leading a team?
• Do you have demonstrable experience of complaint handling and working in a complaint environment?
• Are you able to build relationships with residents and staff, showing a strong focus on putting customer experience first?
• Do you have excellent knowledge of the Housing Ombudsman Complaint Handling Code?
• Are you strong at planning and organising to ensure priorities are kept and deadlines delivered?

If so, this is the perfect role for you!

We currently have 2 great opportunities for a Complaints Resolution Team Leader to join us on a Permanent basis.

As a Complaints Resolution Team Leader, you will work closely with your team to lead and support their needs to achieving the team and department goals. Providing training and day to day advice, monitoring productivity and quality from the team while focusing on their staff development needs and requirements.

Some of the key results for the role include:

• Providing support and guidance to the individuals in the team on complaint handling and policies.
• Regularly reviewing performance and development needs with the team members
• Holding regular learning and training sessions to ensure a high level of knowledge and development is maintained in the team
• Attending weekly management meetings to update on performance and challenges.
• Identifying potential risks and opportunities and feedback though line management

This role will require a minimum of 2 days working in the Westminster Bridge Road, Ealing or Basildon offices.

A bit about us:

160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK.

The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers.

Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach.

We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient.

We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing.

Here just a few of the benefits for working at Peabody:

• Flexible and hybrid working (depending on the role)

• Up to 30 days’ annual holiday plus bank holidays

• Competitive salaries that are benchmarked regularly against current market rates 

• Two additional paid volunteering days each year 

• Flexible benefits scheme, including family friendly benefits and access to a discount portal 

• 4 x salary life assurance

• Up to 10% pension contribution

Are you ready to apply?
Interviews for this role will take place during the week commencing 06/05/24.

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

To be considered for the position of Complaints Resolution Team Leader, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. 

If you need to ask us anything else at all, feel free to drop an email to harry.lund@peabody.org.uk and we will be in touch.

Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received.