Bromford
Location
Wolverhampton, West Midlands | United Kingdom
Job description
Our Customer Solutions Team are responsible for supporting our customers when things haven’t gone so well. We are aware things can happen from time to time and we aim to provide a fast, effective, customer focused service to get any issues rectified as quickly as possible.
Bromford is committed to not only ensuring issues are resolved but to focus on continuous improvement to stop them reoccurring, and with this commitment the team are growing.
The Customer Solutions Team Leader will be responsible for coaching and developing a team of complaint handlers. The team handle a variety of cases at all different stages of the complaints process, within ambitious timescales. You’ll need strong housing law & regulations knowledge to navigate and coach the team through complex complaints. You’ll keep us compliant with the Housing Ombudsman Complaint Code, the Regulatory Standards and ensure that risk are registered through our risk management system.
Being customer focussed is a must, but you will also take a helicopter view of complaints, ensuring we do the right thing for our customers and Bromford.
Above all you will be a great leader, you will engage, inspire and motivate your team. Raising the profile of the team and the fantastic outcomes they achieve. Sharing insight, your knowledge and expertise with the team and the wider business. You will build strong, engaged networks both internally and externally. You will have tenacity and be able to challenge, negotiate and persuade key stakeholders.
This is an exciting opportunity to really shape the service and have a positive impact on the services our customers deserve.
This is role is available as a full time 12-month fixed term contract. You’ll be based at our offices in Wolverhampton (WV10 6TB) with regular home working available. Due to the nature of the role a basic DBS check is required.
You will need:
Experience of leading a customer service team
Strong, up to date housing law & regulations knowledge and experience of working with the Housing Ombudsman or similar regulated environment
A continuous improvement mindset and a proven track record of managing a complex complaints process
Great leadership skills with a coaching approach is essential
Fantastic communication & negotiation skills and strong written skills are required
Ability to challenge decisions, using your expertise to keep us compliant
A flexible, positive attitude
Full UK driving license
Closing date for applications is 21 February with interviews taking place 28 and 29 February.
Job tags
Salary
£40k per annum
