Full job descriptionHousing Complaints Manager Experience of managing within a complex / high volume complaints handling environment or equivalent.


Housing Complaints Manager In-depth understanding of complaints management frameworks and best practices.


Housing Complaints Manager Experience of managing improvement projects, working to time, budget and quality in a large organisation.


Housing Complaints Manager Experience of working within housing services.


Housing Complaints Manager Experience of interpreting and applying complex legislation and or regulations to particular situations and the ability to engage in debate about these issues.


A good understanding of the Housing Ombudsman?s Complaint Handling Code.


Familiarity with relevant regulatory requirements and the ability to maintain
Build and sustain effective relationships with all internal and external stakeholders. Work in partnership with internal and external contacts to develop and maintain joint working and promote the Council position. Co-ordinate partnership working activities and internal / external working groups. Influence their decisions. Procedural Context Manage highly complex / high risk issues within a framework of policy and regulatory guidelines. Objectives and targets are developed and agreed in line with service plan. High level of discretion and use of initiative in deciding what course of action to take. Exercise expert judgement in assessing complex stakeholder requirements, potential risk and managing quality assurance of service. Significant expert knowledge and significant experience is required to resolve highly complex issues and proactively anticipate and mitigate problems. Design and develop innovative solutions which enhance the quality and efficiency of services and reputation of the council. Occasionally the post will be expected to work from other locations Key Facts and Figures Enable others to understand changes and developments in relevant area and learn new processes / procedures. Responsible for ensuring contractors / providers deliver to agreed standards. May manage project teams of both internal staff and external contractors / consultants


Strong analytical skills to identify trends, conduct root cause analysis and drive continuous improvement initiatives.


Experience of report writing and communications for a variety of audiences, demonstrating numeracy and literacy, and applying expert knowledge.


Experience of presenting complex statistical data to a range of stakeholders in an accessible and actionable format, strong mathematical and analytical skills.


Able to act as an ambassador for the Council demonstrating professionalism and setting an example by displaying an active commitment to a culture that embraces excellent customer service.


Proven experience of budget planning and management
Lead and develop an exceptional complaints and enquiries service, prioritising customer experience and ensuring compliance with the Housing Ombudsman?s Code.
Design and implement a continuous service improvement framework, using all sources of resident insight data and sector good practice to deliver a programme of insight driven improvements, ensuring operational services are compliant with regulatory requirements. Implement mechanisms to identify systemic issues and emerging trends, identifying root causes of issues and working with service leaders to apply learning and implementing service improvements, improving the service from the customer perspective.
Building a strong culture of ?resident first?, ensuring that residents are supported when making complaints and positive resolutions are reached.
Plan and ensure service delivery within a complex / diverse service area. Control operational activities within the service area and ensure professional standards are delivered.
Manage responses to complex professional or politically sensitive issues within the area of responsibility.
Manage key relationships with delivery partners /providers /suppliers to commission / manage / evaluate / enhance appropriate service delivery / capacity within area of responsibility.
Develops service plans to meet strategic business goals. Ensure compliance with all internal and external standards.
Knowledge, Skills and Experience


Experience of managing within a complex / high volume complaints handling environment or equivalent.


In-depth understanding of complaints management frameworks and best practices.


Experience of managing improvement projects, working to time, budget and quality in a large organisation.


Experience of working within housing services.


Experience of interpreting and applying complex legislation and or regulations to particular situations and the ability to engage in debate about these issues.


A good understanding of the Housing Ombudsman?s Complaint Handling Code.


Familiarity with relevant regulatory requirements and the ability to maintain