Complaints and Feedback Lead Job at Look Ahead Housing and Care – in Westminster

Job Description

Job profile

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Job details

Job reference


Date posted


Application closing date





£30,000.00 per Annum


25 days Annual Leave, Pension schemes, Staff discounts, healthcare and more.

Contractual hours



Full time

Job category/type

Full Time, Permanent

Complaints and Feedback Lead

Job description

Recruiting for a Complaints and Feedback Lead to join our Customer Service team in Westminster!

GBP £30,000.00 per annum, working 35 hours per week, plus 25 days Annual Leave, Pension schemes, Staff discounts, healthcare and more.

Job Overview:
As a registered housing provider Look Ahead has a robust complaints and feedback procedure which meets the standards set by the Housing Ombudsman. As a provider of regulated care services for adults and young people, we are also obliged to work within the regulatory frameworks of other statutory organisations; such as the Care Quality Commission (CQC), OFSTED, and the Local Government and Social Care Ombudsman in relation to complaints and feedback.

The policy has three stages, and the Complaints and Feedback lead has the day-to-day responsibility for managing or supporting colleagues across the business to respond to all stage 1 complaints in accordance with Look Ahead Complaints and feedback policy, timescales, and quality standards.

The Head of Customer Services is accountable for the management of all stage 2 complaints and the Complaints and Feedback Lead, provides support to the Head of Customer Service to ensure complaints are managed effectively and within timescale by assigned stage 2 complaints lead.

Stage 3 complaints are heard by a complaints panel, made up of customers, colleague subject matter experts and chaired by a director. The Director of Housing & Customer Services is accountable for the management of all stage 3 complaints. The complaints and Feedback Lead coordinates and administers and support the stage 3 panel process.

The Complaints and Feedback Lead will be required to investigate complex complaint cases where appropriate and /or oversee the case management of complex cases.

The Complaints and Feedback Lead should actively promote and modelling a culture of “first time “resolution – at the first point of contact.” In addition, they are required to:

Provide a responsive service to customers and stakeholders and members of the wider community across all communication and engagement modes

Log, acknowledge and assign complaints for investigation

Ensure complaints are responded too and fully investigated within the required timeframes

Investigating complex complaints

Work closely with the Head of Customer Service and Housing to ensure the process is effective and meets regulative and best practice standards

Acting as the first line of contact for the Housing Ombudsman

Actively promote and raise awareness of the feedback and complaints procedure across the organisation and customer groups and ensure it is inclusive and accessible

Maintain the complaints database and capture and analyse trends, issues learning points

Supporting the Head of Customer Service to manage stage 2 complaints

Supporting the Director of Housing & Customer Services to manage stage 2 complaints

Liaise and manage correspondence and communication with the Housing Ombudsman

Provide regular qualitative and quantitative reports

Support the review of the complaint policy, procedure, and systems

Key stakeholders

Tenants and Customers


Contract and Service Managers

Departmental Managers and Heads of Department

Customer Contact Centre

Chief Executives Office

Housing Ombudsman


Local Government and Social Care Ombudsman



Key Responsibilities:
Customer Service and Support

Manage “Feedback” inbox

Support colleagues in services and centrally to respond and manage complaints in accordance with look Ahead policy and procedure

Support Customer Contact Centre colleagues with complex and or challenging complaints

Ensure colleagues and managers have undertaken complaints E-learning training

Ensure colleagues investigating complaints have undertaken complaint investigation training

Liaise and manage correspondence and communication with the Housing Ombudsman – escalate as appropriate to the Head of Customer Service/ Director

Complaints Management

Ensure complaints literature and information is accurate and accessible

Maintain and monitor central office and database systems, processes, and files to ensure that relevant information on complaints is kept up to date, accurate, meets corporate deadlines and is assessable

Log complaints and assign complaints for investigation to the relevant investigation manager/ department

Communicate and update customers effectively to ensure customers confidence in the complaints process Is maintained

Ensure action plans are completed and follow up to confirm relevant action taken

Monitor complaints at services to ensure they are being managed and resolved in accordance with Look Ahead’s procedure and timescales; provide holding letters where appropriate

Provide support for staff and managers involved in a complaint including providing induction and lunch and learns in effective handling of complaints

Organise resolution meetings

Support the Head of Customer Services to acknowledge, manage and assign stage 2 complaints.

Coordinate and administrate stage 3 panels

Alongside the Head of Customer Services, keep the Director of Housing and Customer and Head of Assurance and Governance regularly appraised of developments with complaints, risk profile, highlighting serious cases at the earliest opportunity

Complaints Handling

Handling complex complaints with multiple areas of complaint

Organising and managing case management and reviews

Undertaking and or coordinating complex complaints investigations

Drafting and writing high quality customer focused responses to complaints

Quality Assurance

Undertaking monthly quality assurance checks to improve quality of responses and customer satisfaction

Analyse complex complaint and customer feedback issues and evidence findings

Reporting and Learning

Attend monthly complaints management meetings

Produce monthly complaints reports – trends and performance analysis

Support the Head of Customer Service to Identify key learning points and ensure that all learning and recommendations arising from stage 1, 2 and 3 complaints are captured and disseminated.

Working with the Head of Customer Services to deliver against the complaints and feedback improvement plan

Support the Head of Customer Service and Director of Housing and Customer with compilation of reports for SMT, SLT, Board and Customer Forums and annual reviews

This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead

Person Specification:
Is motivated towards excellence and customer service

Excellent communication and inter-personal skills

Creative and willing to challenge existing approaches

Well organised and excellent at working to deadlines

Approachable and open behaviour

Fundamentally calm and resilient under pressure

Enjoys managing others and is assertive

Has a practical and logical mind

Thrives on change and enjoys dynamic environments

Highly motivated and flexible

Demonstrates significant confidence and high levels of self-esteem

Add to the team culture, sharing your experience and knowledge to support others around you.

Skills, Knowledge and Experience:
Experience of managing and resolving complaints and concerns: face to face, telephone, letters and through email-

Understanding of Look Ahead’s Customer group and support needs.

Ability to work with a range of internal and external colleagues

Ability or direct experience of managing complaints from members of the public and behaviours that some people may find challenging

Experience of working to timescales and deadlines.

Experience of undertaking fact finding investigations

Ability to plan, prioritise a variety of tasks with a high level of accuracy

Ability to negotiate, persuade and influence others and to set others task to meet deadlines

Experience of working with confidential and sensitive personal data with an understanding of the General Data Protection Regulation (GDPR)

Excellent written skills

Excellent IT skills, including Word, Outlook, and Excel.

Ability to analyse data, identify trends and compile reports

Direct experience of supporting vulnerable adults/ or handling complains of customers who may present challenging behaviour

A working knowledge of the Housing Ombudsman or Local Government and Social Care Ombudsman – or similar

Understanding of Supported Housing, Care and Housing regulation

Experience of working in a customer services and continuous improvement environment

Experience of working to regulatory timescales

Telephone short listing 21st and 22nd September

Interview on Friday 7th October.

If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.

We are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We welcome applications from people of all backgrounds.

About Company

Company: Look Ahead Housing and Care –

Company Location:  Westminster

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