Location
Royal Borough of Greenwich - Hybrid working available

Hours
Full Time, Permanent

Salary
£45,000 per annum

About the Role
The Complaints Improvement Team Leader is responsible for leading and managing the Customer Resolution Officers to ensure residents receive fair, reasonable, timely, and high-quality Stage 1 complaint resolutions. This role drives a culture of learning and continuous improvement, ensuring Stage 1 complaints are handled consistently, in line with organisational policies and compliant with the Housing Ombudsman's Complaint Handling Code. You will lead, motivate, and develop a team to deliver excellent complaint resolution outcomes, work closely with the Complaints Improvement Manager to build effective cross-team relationships, and ensure accurate record keeping and case management across the team.

Experience
- Strong mentoring and coaching skills
- Experience as a direct line manager
- Experience within a complaints function
- Knowledge of the Housing Ombudsman Complaint Handling Code and social housing regulatory environment

About you
Strong communication skills, both verbal and written. You are motivated to lead a team and drive positive customer outcomes through effective complaint resolution.

Qualifications
No specific qualifications are stated; however, relevant experience in complaints management and leadership is essential.