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    Complaints Manager - United Kingdom - Incommunities

    Incommunities
    Incommunities United Kingdom

    3 weeks ago

    Default job background
    £40,747
    Description

    We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district.

    Working to provide great homes in great neighbourhoods, we are proud to collaborate with our customers, communities, local and national stakeholders to achieve this.

    This year will see us launch our new 5 year corporate strategy to 2029 which puts customers at the heart of what we do, providing great places to live and work, with homes that they are proud to live in.

    Drive performance and results by monitoring and reviewing team performance to ensure appropriate actions are taken to meet corporate and individual targets
    Take ownership and harness available data to provide clear, timely and useful reports about our team and clients' performances and facilitate participation in benchmarking
    Work collaboratively with the Service Head and use appropriate measures to working practises and take a hands on approach to monitor service delivery and performance achievements
    Assist the Service Head to improve existing policies, procedures and technology to support the continuous development and growth of the service
    Understand customer demands on the service and help shape the service to meet their needs and improve their experience
    Manage any escalations of customer enquiries and complaints
    Take the lead in building strong relations with internal & external stakeholders to ensure customer access to debt advice and financial inclusion services & products
    Can drive performance by empowering and delivering through the team and using resources effectively
    Are numerate and data savvy - using information to gain objective insight to drive change
    Ability to lead, support, manage and empower staff to deliver performance whilst providing excellent customer service
    Good understanding of how to use data to inform performance management
    An understanding of relevant legislation and how this may impact income collection
    Be comfortable working individually on projects as well as working within a management team
    West Yorkshire Pension Fund membership - Current employer contribution is 15.Option to buy and sell annual leave
    A supportive culture that values employees work life balance

    Our Hub:
    our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
    Training, development, and funded qualification opportunities
    Corporate health scheme membership
    Access to an Employee Assistance Programme which includes help with medical, financial, and legal information, plus counselling and relationship support
    Hybrid working
    Cycle to work scheme
    Free parking onsite.
    Local gym membership discounts

    We are an equal opportunity employer but beyond characteristics protected by law, we welcome and value applicants from diverse backgrounds, abilities and perspectives.

    Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

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