Position: Housing Complaints and Service Improvement Manager
Location: Waltham Forest Town Hall, Forest Road, E17 4JF
Start Date: ASAP
Contract Duration: 3+ Months - 1 day in office, 4 days remote.
Working Hours: 36 hours per week
Pay Rate: PAYE: £ 247.80 per day
Job Responsibilities
- Lead and manage a high-volume housing complaints and enquiries service, ensuring timely, effective, and customer-focused resolutions.
- Oversee Stage 1 and Stage 2 housing complaints, including complex and escalated cases, FOIs, SARs, and Housing Ombudsman cases.
- Ensure compliance with the Housing Ombudsman Complaint Handling Code, regulatory requirements, and internal policies.
- Provide leadership and operational support to complaint handling teams to achieve service targets and quality standards.
- Analyse complaint trends, identify root causes, and implement service improvements based on resident feedback and insight.
- Develop and deliver continuous improvement initiatives to enhance housing services and customer experience.
- Manage relationships with residents, contractors, partners, and internal stakeholders to drive positive outcomes.
- Prepare reports, performance updates, and recommendations for senior stakeholders.
- Support budget planning, resource management, and delivery of service plans.
- Lead improvement projects, ensuring delivery within agreed timescales, quality standards, and objectives.
Person Specification
- Proven experience managing complaints services within a complex, high-volume environment.
- Strong knowledge of housing services, complaint handling frameworks, and Housing Ombudsman requirements.
- Experience managing service improvement projects and delivering measurable outcomes.
- Ability to interpret and apply housing legislation, regulations, and policies.
- Strong analytical skills with experience in trend analysis, root cause analysis, and performance reporting.
- Excellent written and verbal communication skills, with experience presenting complex information to different audiences.
- Strong leadership, stakeholder management, negotiation, and influencing skills.
- Experience managing contractors, partners, and multi-disciplinary teams.
- Ability to handle complex, sensitive, and politically challenging issues.
- Strong understanding of customer service principles and commitment to resident-focused services.
- Proficient in Microsoft Office, reporting tools, and case management systems.
Job Reference: OR108085
Job Types: Full-time, Fixed term contract
Contract length: 3 months
Pay: £247.80 per day
Experience:
- Housing Complaints : 3 years (required)
- Housing Service Improvement : 3 years (required)
- Stage 1 and Stage 2 housing complaints handling: 3 years (required)
- escalated cases, FOIs, SARs, and Housing Ombudsman cases: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in London E17
