Complaints and Feedback Lead Job at Look Ahead Housing and Care – in Westminster
The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
Application closing date
£30,000.00 per Annum
25 days Annual Leave, Pension schemes, Staff discounts, healthcare and more.
Full Time, Permanent
Complaints and Feedback Lead
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.
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
Tenants and Customers
Contract and Service Managers
Departmental Managers and Heads of Department
Customer Contact Centre
Chief Executives Office
Local Government and Social Care Ombudsman
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
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
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
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
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.
Company: Look Ahead Housing and Care –
Company Location: Westminster