Customer Support & Resolutions Manager (Repairs) - 12 Month FTC

2 days ago

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Octavia

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We are Octavia. Founded in 1865 by philanthropist Octavia Hill, our work covers three areas: homes, support and care

201 - 500

Description

• Investigate and respond to complaints in line with our Complaints Policy and Procedure • Provide background information, timelines and draft responses to Assistant Director of Repairs Services, or other Senior Managers for escalated complaints • Respond to MP and Councillor enquiries, or enquiries from other external stakeholders • Regularly review complaints within the repairs service to identify lessons learned, and service improvements • Establish a good working relationship with our contractors and work with them to ensure continuous improvement • Be a key contact for the Housing Ombudsman in respect of repairs complaints, providing key information as required, including working with our central complaints teams on information requests and reports • As key resident liaison lead, ensure timely and effective customer communication • Working alongside operational managers, lead on implementation of service improvements as identified through our complaints process • Intercept issues as required, to ensure resolution and prevent escalation • Regularly report on complaints performance and trends within the repairs service • Meet regularly with our central complaints team to update on performance and progress • Take part in contractor meetings across a number of different contracts to resolve outstanding issues swiftly and effectively • Ensure completion of actions following on from complaints and complex cases, working with colleagues across the business, and our contractors - including holding meetings with stakeholders as required • Manage and review compensation requests and payouts across the service, in line with our Compensation Policy and Procedure • Manage customer feedback and satisfaction for the service, undertake analysis of the survey results to enable the Repairs Team and its Contractors to continually improve their performance • Attend evening meetings and co-ordinate resident meetings as required to discuss the repairs service • Take part in policy reviews as required, providing knowledge and expertise around the customer journey and experience • Compile and present performance information to staff, managers and contractors at Operations and Team Meetings as required • Producing detailed, meaningful and informative performance reports as required • As required by the Assistant Director of Repairs Services, manage specific projects in connection with the delivery of the our services • Provide out of hours cover on the managers duty rota for emergency repairs • Deputise for other managers in the team as required • Any other duties reasonably required

Requirements

• Leadership and clear management style – the ability to motivate • Excellent organisational skills, delivering to outcomes and timescale • Strong customer focus • Excellent skills in writing concise reports using clear and plain English • Ability to think pragmatically and analyse data to make good decisions • Excellent written, verbal communication skills. • Ability to persuade, negotiate and influence at all levels. • Ability to interrogate, analyse and interpret performance data • Ability to work in partnership to achieve shared goals • Ability to take responsibility, work independently and flexibly • Ability to problem solve • Ability to balance the needs of the customer against the needs of the business • Experience working in a customer service environment • Experience of dealing with and responding to complaints • Experience of delivering a repairs service for a social housing provider or similar • Experience of budget management and achieving value for money • Experience of implementing and identifying service improvements • Experience of working in a service delivery environment • Experience of working with contractors

Benefits

• Flexible-working • Life Assurance • Employee Wellbeing App/ Mental Health Support • Online GP Service • Cycle to work • Opportunities for self-development with over 60 courses available to self-enrol • Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme