[Hiring] Complaints Manager @Cross Keys

Role Description

This is an exciting opportunity to join our complaints team. Complaints Managers are tasked to investigate and improve our services when residents tell us they are unhappy. As we continue to listen and respond to the needs of our residents, we strive to resolve problems quickly and fairly so we have a dedicated team to this important part of our operational service to ensure parity and consistency.

• Providing a professional, responsive and complaint resolution service to residents, ensuring an empathetic approach at point of contact.
• Delivering a customer-centered approach to the handling of feedback and complaint resolution.
• Having individual autonomy and freedom to solve resident problems or concerns.
• Providing responsive, supportive and thorough investigations to all feedback and complaints.
• Ensuring all investigations are in line with the appropriate policy and procedures that are in place.
• Developing performance information, insights and understanding into the causes for resident feedback and identifying areas for improvement based on learning.

Requirements

• Must be commutable within 1 hour of Peterborough.
• Clean driving licence and suitably insured vehicle.
• DBS Checks will be undertaken for the successful applicant.

Benefits

• A great pension scheme: we will double your contribution up to a maximum of 10%, plus Life Cover.
• Generous annual leave entitlement starting at 25 days, increasing with length of service, plus bank holidays.
• Flexible family-friendly and carers’ policies, offering a range of paid and unpaid leave options.
• Enhanced maternity and paternity pay.
• CKH Rewards benefits platform, including cashback on purchases, instant vouchers and reloadable gift cards.
• Westfield Health, providing access to a range of benefits such as 24-hour DoctorLine, Employee Assistance Programme, and money back for glasses and dental treatment (after probation).

Company Description

A commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources and passion. Our dynamic approach has made us one of the region’s leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, we’re committed to increasing the supply of affordable homes in the communities where they are needed most.

• Agility and innovation are central to our approach to adapting to change.
• We provide care at home and at our two extra care communities in Peterborough.
• We offer around the clock support through our LifeLine personal alarm service.
• Our community investment programme works with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of our communities.