Complaints Manager / Root Cause Analysis / Complaints / Compliments / Continuous Improvement

Recruiter
Networx
Location
Stafford
Posted
10 Sep 2018
Closes
17 Sep 2018
Sector
Charity
Contract Type
Permanent
Hours
Full Time
Complaints Manager / Root Cause Analysis / Complaints / Compliments / Continuous Improvement / Social Housing Salary - £31,110 - £32,500 Location – Stafford or Shrewsbury, with travel between sites required Permanent, 37 hours per week Our client is a strong, resilient and effective provider of homes and care services throughout Shropshire and Staffordshire, with 12,000 homes, 25,000 customers and 600 employees. As their Complaints Manager, you will develop and implement a framework for effective complaint management, investigation, root cause analysis and learning lessons from service issues. Assisting in the development of, and responsible for the implementation and delivery of Complaints and Compliments strategies and policies across the Group. Ensuring that all customer complaints are thoroughly and fairly investigated within agreed service standards, you will make sure complaints are effectively managed, working with other teams to turn insight into action where necessary. They are looking for the right candidate to have proven experience of delivering high-quality complaints management and continuous improvement (qualification desirable), along with the experience of effectively managing a team and evidence of setting/achieving challenging team objectives. With your commitment to the highest levels of customer service and championing the customer throughout the organisation, you’ll have the ability to analyse how results and interpret them so that the appropriate actions can be taken. Further to this experience in the planning and delivery of Key Performance Indicators. Closing date: 14/09/2018. Interviews: W/C 17/09/2018.

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