Complaints Lead – Housing and Communities
3 Days Old
We are seeking to appoint a Complaints Lead Specialist on a permanent basis to join our existing team, with responsibility for managing our Housing Complaints Team. You will work as part of the wider Newcastle City Council Complaints and Customer Relations Service, based at the Civic Centre, though home working for part of the post is an option.
What about the Role(s)?
Successful applicants will be highly motivated and committed team players, with strong leadership and management skills.
Experience in handling housing related complaints and ensuring adherence to regulatory requirements set by the Housing Ombudsman, are a must.
Excellent customer service and communication skills are essential, along with the ability to engage effectively at all levels throughout the organisation, and with a wide range of internal and external stakeholders and customers.
Experience of analysing data to identify trends and support continuous improvement in our services. Along with organisational skills necessary to produce effective monitoring and performance reports, track deadlines, and ensure that effective mechanisms are in place to capture learning from complaints.
You will actively champion the customer through complaint resolution and ensure an empathetic approach to our customers.
To apply for these roles, you will need to be confident, customer focussed, able to communicate with a wide and varied audience, have a flexible approach to work and be able to meet challenging deadlines.
If this sounds like job for you, please keep reading and look at the Job Description and Person Specification for the role.
Why work for Newcastle City Council?
Newcastle City Council offers you an exciting opportunity to work in a vibrant city with proactive and committed people who have a genuine desire and motivation to support positive outcomes for the residents of Newcastle, striving to achieve the values of being Proud, Fair and Ambitious.
What do we offer?
As an employee of NCC, you will have access to:
- A competitive salary
- Access to Local Government pension scheme
- Generous annual leave in addition to Bank Holidays, with the ability to buy additional leave annually
- Family Supportive Policies
- A bespoke induction
- Various flexible working options
- Agile working, enabling both home working and office based working
- A generous Flexi Scheme
- Access to Occupational Health, Mindfulness sessions and other wellbeing initiatives
- Access to various salary sacrifice schemes; covering cars, white electrical goods and tax efficient saving contributions towards your pension
- Discounted travel passes
For an informal discussion please contact Ash Des-Forges, Senior Specialist Advisor, Complaints and Customer Relations, ashley.des-forges@newcastle.gov.uk
Apply online at www.northeastjobs.org.uk, select 'Apply Now' and complete our online application form. Before completing the form please ensure you read the supporting documents. Any communication sent to you regarding your application will be sent to the email address you have set up on your Northeast Jobs account, so you will need to ensure that you check your inbox.
If you require any assistance completing this application please visit Newcastle Work and Thrive https://www.workandthrivenewcastle.org.uk/ #J-18808-Ljbffr
- Location:
- Cardiff, Wales, United Kingdom
- Salary:
- £80,000 - £100,000
- Category:
- Management & Operations