Housing Insight & Service Improvement Team Leader

London Borough of Waltham Forest

27 P/H (Umbrella)

We are currently seeking a Housing Repairs Complaints & Enquiries Team Leader for their Housing Assets team.

If successful, you'd be responsible for delivering a resident-focused responsive complaints investigation and resolution service and working across the department to deliver new and efficient ways of working which deliver high-quality outcomes for residents, council members and MPs.

A proven ability to investigate and produce high-quality written complaints and enquiry responses to tight deadlines is essential in this role. The successful applicant will also be able to analyse complaints outcomes to identify key learning's which can then drive service improvements.

Core skills, competencies and experiences

Day-to-day management/leadership experience in a high-volume customer contact operation

Experience of complaints handling/dispute resolution and/or experience of handling high-volume customer correspondence

Experience of establishing a new team and implementing new processes

Excellent written communication, interpersonal and organisational skills, with a demonstrable ability to work to tight deadlines

Experience of implementing effective quality-assurance processes which deliver high-quality output

Experience of working in a heavily regulated, compliance framework environment

An ability to analyse written correspondence to identify key learning's

Confidence in making judgements and decisions

If you would like to apply for this role please forward your CV, alternatively please contact Sarah on (phone number removed)