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About the Role
This role will lead and develop an exceptional complaints and enquiries service, prioritizing customer experience and ensuring compliance with the Housing Ombudsman’s Code. It will also lead on the design and implementation of a continuous service improvement framework, using resident insight data and sector best practices to deliver insight-driven improvements and ensure operational services comply with regulatory requirements. The post-holder will implement mechanisms to identify systemic issues and emerging trends, working with service leaders to apply learning and improve services from the customer perspective, ultimately aiming to build a strong ‘resident first’ culture.
Responsibilities
- Build a strong and effective Housing Complaints and Improvement Service.
- Ensure complaints are managed in line with the Housing Ombudsman Service Complaint Handling Code.
- Oversee responses to Housing Ombudsman orders and ensure they are actioned and responded to within the required timescales.
- Lead, initiate, plan and direct activities and ideas to implement a programme of service improvement projects and initiatives, driven by all sources of resident insight data.
- Lead the development of a comprehensive customer insight framework.
- Foster and maintain a culture of innovation, creativity and continuous improvement.
- Ensure the effective analysis of complaints, identifying patterns and trends to address systemic issues.
- Lead the analysis of Housing Ombudsman Failures in service determinations and identify where service improvement is required.
- Support a resident-centric culture, encouraging employees to take ownership of complaint resolution and see feedback as an opportunity for growth.
Requirements
- 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 Build and sustain effective relationships with all internal and external stakeholders.
- 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.
- Proven track record of strong people leadership skills.
- Experience of influencing, persuading and negotiating to achieve positive outcomes.
- Exceptional verbal and written communication and interpersonal skills to build rapport with residents, regulators and internal stakeholders.
- High levels of personal resilience & integrity.
- Excellent IT skills with a detailed understanding of MS Office especially MS Excel.
- Satisfactory employment references and CIFAS identity checks.
- Satisfactory declaration of interest.
- Must be able to speak fluent English with confidence and accuracy, sufficient for the effective performance of their role.
- Must already hold a form of UK work authorisation that does not require sponsorship.
Skills
- Customer experience
- Complaints management
- Service improvement
- Resident insight data analysis
- Regulatory compliance
- Problem-solving
- Data analysis
- Report writing
- Communication
- Budget management
- People leadership
- Influencing
- Negotiation
- Interpersonal skills
- MS Office
- MS Excel
Location
- London
Work Type
- Full-time
- Permanent
- Onsite
Experience Level
- Management experience
- Experience in complex/high volume complaints handling
- Experience in managing improvement projects
- Experience in housing services
- Experience in interpreting legislation/regulations
- Experience in report writing
- Experience in presenting data
- Experience in budget planning/management
- Experience in people leadership
- Experience in influencing/persuading/negotiating
Education Level
- Degree standard or equivalent, or qualified through experience
- Level 4 Housing Qualification (desirable), or willingness to work towards Level 4 Housing Qualification (essential)
Salary/Compensations
- £59,511 - £62,766
Benefits
- Mayor of London’s Good Work Standard accreditation (fair pay and conditions, workplace well-being, skills and progression, diversity and recruitment)
- Flexible working arrangements considered
About the Company
- Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.
- A highly ambitious borough, driven by culture and the innate creativity of its residents, developing new and innovative ways to build communities.
- A Council that is relentlessly resident-focused, insight-led, digitally driven and commercially minded.
- An accredited Mayor of London’s Good Work Standard employer, committed to creating a healthy, fair and inclusive workplace.
Equal Opportunity
- Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff.
- The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population.
- Uses statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace.
- Committed to meeting its 4 equality objectives: Promoting equality of opportunity, Opposing all forms of discrimination, intolerance and disadvantage, Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels, Providing fair, appropriate, accessible and excellent Services to all.
- Respecting Diversity is a core Council value.
- Operates an anonymous shortlisting process to reduce the risk of bias in recruitment activities.
- Operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first.
- Considers candidates who self-identify as having a disability for the purposes of the Disability Confident scheme.