As a Complaint Lead, you’ll possess strong customer service knowledge and relevant experience, coupled with excellent communication skills. With a particular focus on ensuring that complaints are addressed promptly and fairly, in line with the Housing Ombudsman Complaints Handling Code; you’ll actively investigate and resolve resident complaints efficiently and effectively. You’re a resilient person who is able to stay composed and professional in challenging situations. You’ll enjoy working as a team and collaborating as you will work closely with internal teams, including senior management and complaints officers, to facilitate swift and effective resolutions. You’re first rate with time management, enabling you to handle multiple complaints concurrently, prioritizing tasks to meet deadlines. To be successful in this role you’ll need to be in the office for 2 days per week and the remaining time you’ll be able to work remotely. In this role, you will need a deep understanding of the Housing Ombudsman Complaints Handling Code to ensure compliance and fair outcomes. Effective communication is essential, as you will be engaging with residents and stakeholders, articulating responses clearly, and documenting all complaints and resolutions. If you’re committed to delivering high-quality service and resolving complaints to the satisfaction of residents, we want to hear from you. Could it be you? Success in this role will be measured by providing stage one responses within deadlines 90% of the time, achieving a stage one resolution rate of at least 85%, passing quality scores, and maintaining a team customer satisfaction score of 50%. Here are just a few of the benefits of working at Peabody: 30 days’ annual holiday, plus bank holidays. two additional paid volunteering days each year flexible benefits scheme, including family friendly benefits and access to a discount portal 4 x salary life assurance up to 10% pension contribution Are you ready to apply? If you have any questions about this role, please email Talent Specialist Harry at [email protected]. We may close this advert before the advertised closing date, depending on the number of applications received. Interviews will be taking place during the week commencing 25/11/24 PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.