6 months contract with a local authority

Job Purpose

• The Customer Liaison Lead will be responsible for overseeing the regulatory requirements related to complaints and service improvements within the Housing Service. This role involves leading on complaint management, ensuring compliance with council policies and procedures, and driving service improvements based on learning from complaints.
  

Key Duties/Accountabilities

• Managing and overseeing the complaints process within the Housing Service, ensuring timely and effective resolution in line with regulatory standards.
  
• Analysing complaint data to identify trends, areas for improvement, and learning opportunities, ensuring this information is documented and acted upon.
  
• Preparing and submitting data returns to the housing regulator, ensuring accuracy and compliance with reporting requirements.
  
• Liaising with service managers and teams to ensure adherence to council policies and procedures, promoting a culture of continuous improvement.
  
• Developing and implementing processes to evidence service improvements resulting from complaints, demonstrating compliance with regulatory expectations.
  
• This role requires strong analytical skills, attention to detail, and the ability to work collaboratively across teams to enhance service delivery and customer satisfaction.
  

 
Essential Experience Required

• Experience overseeing the complaints process within the Housing Service is essential.
  
• Experience Liaising with service managers and teams to ensure adherence to council policies and procedures is essential.
  
  

Essential Qualification Required

General education qualification is essential.

Additional information to note

• Working hours: 36 hours per week
  

The role closes soon, please apply ASAP.