Customer Resolution Team Leader

Are you passionate about delivering exceptional customer service and resolving issues effectively? Torus is seeking a dedicated and skilled Customer Resolution Team Leader to oversee our dynamic Customer Resolution Team across Liverpool, St Helens, and Warrington. In this pivotal role, you will be responsible for ensuring that our complaints handling service is efficient, fair, and thorough, guiding the team through every stage of the complaint lifecycle. As the Customer Resolution Team Leader, you will work closely with the Service Lead for Customer Resolution and Tenant Involvement to implement our Complaints Strategy, ensuring that best practices and key learnings are integrated across the organisation. Your leadership will be essential in driving the team to meet performance and quality standards, while also ensuring that every case is handled with impartiality and evidence-based decision-making. This role offers a unique opportunity to lead a committed team in delivering top-tier service and enhancing customer satisfaction across our communities. This is a permanent role based in St. Helens with occasional travel to other locations across Liverpool and Warrington. Join us at Torus and make a meaningful impact by leading a team dedicated to delivering outstanding customer service-apply today to help shape a more responsive and customer-focused future!,

• Inspire, lead, manage and motivate staff within the team to ensure the provision of a high-quality complaints service.
• You will support and assist the Customer Resolution Officers in their duties to resolve Stage 1 and Stage 2 complaints ensuring
the principles of dispute resolution are embedded.
• In times of high volumes , or for cases of a complex nature, you will respond / case manage individual cases.
• Ensure that customer vulnerability and individual circumstances are being taken into account.
• Ensure effective resolution of complaints overseeing the quality of responses to ensure a high standard is provided to the
customer that meets timescales and Complaint Handling Code requirements.
• Monitor the use of goodwill and compensation payments agreed following complaint outcome.
• Support the Service Lead to ensure effective engagement and complaint handling, including MP and Councillor enquires to drive
continuous improvement of services, meeting the requirements of the Regulator of Social Housing, and Housing White Paper.
• Support the Service Lead to ensure the implementation of any learning arising from the complaints process and ensure Learning
Circles take place on a regular basis across the organisation to help embed the learning from complaints.
• Support the Service Lead in the Annual Review and Self-Assessment against the Complaint Handling Code including the delivery of
any actions that are identified.
• Develop, deliver, measure and evaluate complaints projects, priorities and performance targets to deliver services that
continually improve.
• The delivery of the complaints service ensuring that customers can complain effectively, measuring the quality and timeliness
of response in conjunction with members of your team.
• Support the Service Lead to develop and maintain excellent working relationships with internal and external stakeholders,
ensuring the requirements of the Complaint Handling Code are met.
• You will support the Service Lead on improvements required for Case Management in relation to complaint handling and you will
ensure that regular audits are carried out with complaint cases within the Case Management system on a regular basis.
• Ensure that performance is discussed in Meetings, 1-2-1's and biannual Performance Reviews.
• Support the Service Lead on preparation of reports and statistical data as required for Board, Senior Management Team, and
Landlord Operations Committee on KPI's, successes, learning and improvements.
• Manage allocated budgets and other resources, achieving value for money and ensuring compliance with financial procedures and
audit requirements.
• Support the Service Lead and Customer Feedback Officer to manage the relationship with the Housing Ombudsman Service.
• Support the Service Lead to monitor customer satisfaction and feedback from customers via the channels it is received and
develop reports to support learning from complaints and evidence compliments received to share best practice.
• Oversight of MP and Councillor enquires to ensure responses are issued within targets.
  
  Educated to degree level and/or professional qualification in Complaint Handling (CCA, ICS or similar) or equivalent
demonstrable experience.
• CIH Level 4 or willingness to work towards within 12 months.
• Track record of delivering an effective complaints service.
• Proven experience of managing and motivating teams.
• Proven experience of setting and achieving performance targets relating to
• complaints.
• Track record of process reviews and delivering demonstrable improvements in customer experience
• Demonstrates the ability to work under pressure and prioritise workload to meet deadlines
• Proven experience of having worked with the Housing Ombudsman.
• Excellent knowledge of IT systems including Microsoft Office and other housing software
• Experience of the social housing sector at a management level.
Interview Process:
• Candidates will undergo in-person interviews, consisting of a presentation and competency-based interview.
Additional Information: Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
• Right to work verification
• Qualification certificate check
• 2x Completed references
• OH Health Questionnaire - Fit For Work
• DBS check (if required for role)
• Completion of all new starter documentation including signed T&C's