This position is no longer open for applications

Role: Complaints Resolutions Manager

Location: Hammersmith

Salary: £22.50 per hour for 15 weeks temporary (with potential to go permanent or fixed term)

Hours: 36 hours per week, Mon-Fri between 8am-6pm

CCA Recruitment are delighted to be partnering with the London Borough of Hammersmith and Fulham to deliver recruitment for their new repairs customer service centre.  LBHF are bringing their customer service centre back in house to make quicker and smarter decision to enhance customer service.

Do you have complaints resolutions management experience within a customer focused environment?

Are you able to investigate and follow through on a task from start to finish?

Is your aim to give customers the best experience possible?

Previous experience of working within complaints resolution is essential for this role.  As a Complaints Resolutions Manager working for the repairs division you are responsible for leading a team of Complaint Resolution Officers ensuring that customers receive a timely and positive response to their complaints, achieving high rates of satisfaction.  On occasion residents may be vulnerable or stressed and your goal must be to do everything possible to ensure a positive customer experience through resolving their complaint. 

The Complaints Resolution Manager role will start on a temporary basis for 15 weeks but has the potential to go further onto a fixed term or permanent contract for the right candidate.  The role offers fantastic career development opportunities for employees who want to learn and progress within the London Borough of Hammersmith and Fulham, including customer service and leadership accredited courses.

Duties will include:

• • Managing, directing, and supporting a team of Customer Resolution Officers to provide the highest level of customer service and resolution to complaints and enquries.
  • Proactively dealing with customer complaints and enquiries, ensuring end to end management with regular communication and feedback to residents and members.
  • Working with the Customer Experience Manager to develop and implement a complaints resolution and customer service training programme to ensure commitment to continuous learning from complaints.
  • Ensure the team are supporting the corporate complaints team in providing information relating to Subject Access Requests, Freedom of Information enquiries, Ombudsman cases in accordance with the Council’s policies and procedures.
  • Ensuring high quality of written responses to Members queries and formal complaints
  • Dealing with complex complaints and multi departmental issues to prevent escalations
  • Setting up systems and processes to effectively monitor performance of the team and ensure officers are meeting performance targets and preventing escalations.
  • Prioritise and deal with all customer complaints and members’ enquiries in accordance with the Council’s timescales and standards and aim to resolve them to the customer’s satisfaction.
  • Build and maintain collaborative working with internal and external parties including elected members, customers, managers, and contractors in relation to resolving customer complaints and ensure consistent practices operate across the directorate.
  • To co-ordinate and facilitate consultation with customers in relation to involving them in reviewing and improving services and providing feedback
  • Manage performance of the team and produce performance data for senior staff across the department.

   

   Responsibilities

  • Take responsibility for addressing issues to prevent them escalating to the next stage. 
  • Support the corporate complaints team in collating information relating to Subjexct Access Requests, Freedom of Information enquiries, Ombudsmen cases.
  • Supporting and advising the team to deal with complex and multi-service complaints and co-ordinate responses.
  • Monitor complaint responses drafted by the team, to ensure that:
  • a robust and consistent approach is taken
  • the information given is accurate and of a high standard
  • appropriate investigations are undertaken
  • issues raised by customers are fully addressed, and
  • confidently challenge managers who fail to meet this standard.
  • Co-ordinate and monitor the responses to Member’s enquiries, from client staff or other stakeholders to ensure they are dealt with effectively.
  • Monitor follow up works to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from complaints is embedded within the process.
  • Build effective relationships with customers and keep them informed on progress of their compliant/enquiry to assist in the resolution of formal or informal complaints and to ensure customer confidence in the complaints process is maintained. 
  • Provide comprehensive performance information/reports that can be used to monitor performance and highlight:
  • issues which have arisen from complaints.
  • trends, areas of service failure or gaps in provision that can feed into the service improvement and continuous improvement process
  • Benchmark complaints performance and trends, establish and share good practice on complaints management across the Directorate.
  • overdue complaint responses
  • high levels of complaints across different customer segments.
  • lessons learnt and action we have taken to prevent further complaints
  • Recommend to service managers levels of compensation to be paid to customers. Process these once approved and monitor the amount paid and reasons why across the Directorate.
  • Carry out customer consultation exercises and surveys to evaluate satisfaction levels. Analyse and investigate areas of dissatisfaction and report findings to the Customer Experience Manager. 
  • Lead on consultation with residents using feedback to je into comp
  • Work with the line manager to help identify training, procedural and policy issues and ensure all new service managers know what is required from them in relation to dealing with complaints, Members, and Ombudsman enquiries

   If the role sounds of interest and you have previous experience leading a complaints team contact a n n @ c c a r e c r u i t m e n t . c o m