Feedback Champion - High Wycombe, United Kingdom - Red Kite Community Housing

Red Kite Community Housing

Verified Company

High Wycombe, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Reports to:
Customer Experience Lead***
Working in:The Potential Pod

At Red Kite, we're a little bit different. We don't stand on ceremony, so forget things like silos,
teams, directorates and instead think more organically At Red Kite we don't just work for our
customers, we work with them. Red Kite is all about realising the potential of our communities,
helping our residents to shape an exciting future that offers better opportunities and life
outcomes.

To help us achieve this we work in partnership with our residents and understand that we
need to listen and learn from what they tell us, using all feedback as an opportunity to
improve our services. Whether it's to tell us we've done a great job, or that we didn't meet
their expectations, listen to our residents and acting on what we are told helps us embrace
our resident led culture.

This role works as part of our Potential Pod, where our focus is about not only supporting our
teams across the Operational Hub to deliver excellent services, but also to challenge and
drive business improvements and explore opportunities. As our Feedback Champion
(Complaint Resolution) you will have a key role in ensuring that we are effectively responding
to residents who submit formal complaints - ensuring that we are listening to our residents,
and responding fairly, in a timely manner, and following up on any actions that we need to
take. You'll work with the rest of your team to ensure we are identifying and embedding
learning, including implementing service improvements. All of this with the core purpose of
delivering excellent services to our customers.

What we need you to do:
can support the team and the business in its effective implementation.

Be a true customer champion, playing 'devil's advocate' to ensure we always keep our

feet on the ground and do what's right for our customers

Lead on managing and responding to our formal complaints, from the initial enquiry

through the investigation and response stages as well as taking ownership to ensure we
deliver on any actions we say we will carry out.

Supporting our senior leaders in appeal investigations.
Be responsible for pulling together case files for any complaints escalated to the Housing

Ombudsman

Build relationships with our residents, ensuring that they are happy with the way we are

handling their complaint.

Work closely with staff across the organisation, at all levels, as well as our contractors to

ensure that when investigating complaints, you are able to gather all the information you
need to reach a fair conclusion.

Ensure the communications that our residents receive through the feedback process is

customer focussed and of the highest standard, and that all customer interactions are
recorded on our core systems.

Champion our Customer Focussed Approach, setting the example for colleagues across

the business

Work with the rest of the team to ensure we are identifying trends and that we are

learning from the feedback we receive, embedding the learning within our teams and
ways of working

Supporting the Customer Experience Lead in the production of regular performance

reports

Make sure that our residents inspire the design, delivery and outcome of everything we do
Help to ensure our vision and values influence every aspect of our business

What you will be responsible for:

Managing and responding to our formal complaints in line with our policy, taking a

customer focussed approach

Carrying out thorough investigations to ensure that a fair conclusion is reached in line with

our policy timescales

Identifying risk and ensuring that these are escalated as required
Keeping clear and thorough case files that will support us with any cases that are

escalated to the Housing Ombudsman

Preparing case files to support Housing Ombudsman cases
Ensure that we use the feedback we receive to identify areas for improvement across the

organisation, owning the action plans necessary to embed change and testing the
lessons we say we've learnt to ensure they make a difference

Championing our customer focussed approach and building positive relationships with

residents who have complained to us

Generate and promote a culture where feedback is embraced and valued, and seen as

nuggets of opportunity

Leading by example, providing exceptional customer care, embodying our behaviour

charter and being an all-round 'good egg' that people can trust

Working with staff across the business and our contractors to target a right firsttime ethos
Using IT to manage your time and availability, support and lead your team and to

communicate in an honest, open and effective way

Taking ownership for your own learning, development and areas of responsibility
Managing and manipulating spreadsheets and computer systems to help record, monitor,

report and facilitate change, reporting on success at each opportunity