Senior Complaints Manager

Strawberry Lane, Newcastle upon Tyne, with hybrid flexible working

Permanent, Full time (37.5 hpw)

Salary circa: £50, 000 pa, dependent on skills and experience with great benefits including Health Cash Plan

Home, a place where you belong

We have a brilliant opportunity for you to become a vital part of our customer complaints team in the role of Senior Complaints Manager. This newly established position will involve leading, developing and inspiring the complaints team ensuring the end-to-end life cycle of complaints are managed and resolved within the key SLA’s.

Focusing on ensuring the delivery of our customer promise through effective and customer-centric complaint resolution. Your leadership and focus will champion, drive and embed a culture which encompasses the hearts and minds of our customers.

Typical day as a Senior Complaints Manager

• Playing a key role in ensuring policy, process and regulations are followed.
• Offering expert support and coaching to colleagues across the business.
• Drive a culture of seeing complaints as a positive way to learn about what our customers expect.
• Provide analysis on a regional, organisation and business area level to look at trends, themes and lessons learnt.
• Evidence based and risk assessed concise recommendations to the wider team/business.
• Work at pace and manage competing priorities.

If you like going home each day knowing that you have helped change our customers lives for the better, you’ll do that here, working for one of the top 10 Great Place to Work in the UK!

You have

• Resilience and strong leadership, which inspires confidence in colleagues. With a proven track record of delivering targets and KPI’s.
• A creative approach to problem solving and influencing, complaints resolutions.
• Have experience of complaints policies, Housing Ombudsman regulations and regulatory standards.
• Be a confident communicator with confirmable analytical and report writing skills.
• Experience working within a contact centre environment, would be beneficial.

Due to limits on our current certificates of sponsorship, we are not able to offer sponsorship to external candidates for this role. This remains under regular review.

Our team

Looking for a job where you really belong? Where you can be, well… You! Bring your uniqueness, brilliant skills, and awesome leadership experience to deliver amazing things for our customers. You’ll join our team, who come from different walks of life and are here to support you as you make yourself at Home!

A place where you belong

Great things happen when we can be ourselves at work. We want all our colleagues to be who they truly are here. Our internal diversity networks, peers, and allies (Multicultural, LGBTQIA+ and Disability) support us all to be our best. Together we make Home Group a great place to work!

What’s in it for you?

• 34 days annual leave (including bank holidays and a “me day” to use for whatever you fancy) increasing to 39, the option to buy 5 more, and time off for volunteering too!
• Health cash plan saving you from £1140 per annum. We’ll cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies, and lots more.
• Over 800 high street discounts on groceries, holidays, and days out. Looking for a new phone, bike, or car? Save money with us.
• Generous pension scheme with life insurance of 3x salary
• We’re Investors in People Platinum employer, a Great Place to Work and 10th Best place in the UK for Wellbeing”.
• We Grow Our Own colleagues (not literally of course!), when you’re ready for the next step in your career, you can grow with us!
• Colleague wellbeing really matters to us. There is lots of tools and support available to help you when you need it. You can explore our benefits in detail on our website.

Find out more

Click APPLY NOW to see our Senior Complaints Manager Job Description, find out about us and for help to apply. Sometimes we close a job early, so don’t delay or you might miss out.

Finally, do let us know if there’s anything we can do, to help you shine in our process by making reasonable adjustments at recruitment@homegroup.org.uk